How Organization Today Keep Survive With Improve Their Service Quality

Abstract

Service quality is the best matrix for evaluating consumer satisfaction in comparison between expectations and perceptions of service. Quality not only emphasizes aspects of the final result, namely products and services, but also concerns human quality, process quality and environmental quality. Consumers pay in return for the convenience, service and satisfaction they receive from the service, not for ownership of the service. The existence of very busy peak periods is a problem in itself for service marketing.