Controlling Loyalty and Attention of Customers By Using Service Excellence
Keywords:
business, competition, satisfactionAbstract
Service quality is the best matrix for evaluating consumer satisfaction in comparison between expectations and perceptions of service. Service is an activity or benefit that one person can offer to another which is essentially intangible and does not result in ownership of anything. The existence of very busy peak periods is a problem in itself for service marketing. Consumers pay in return for the convenience, service and satisfaction they receive from the service, not for ownership of the service. This is the basis for consumers to be able to buy products or services from the same place repeatedly and not switch to other competing companies. From the data above, it can be said that many outlets do not necessarily have high consumption value either.