Leadership, Business Strategy and Performance in Gold Mining Companies

Abstract

It is impossible to produce quality products and services without quality people and processes. The existence of very busy peak periods is a problem in itself for service marketing. Service quality is the best matrix for evaluating consumer satisfaction in comparison between expectations and perceptions of service. Consumers pay in return for the convenience, service and satisfaction they receive from the service, not for ownership of the service. Service quality is an effort to fulfill consumer needs and desires as well as the accuracy of delivery in keeping with consumer expectations.