Technology and Digital Adoption in Service Industries

Abstract

Consumers pay in return for the convenience, service and satisfaction they receive from the service, not for ownership of the service. If not controlled, this can have a negative impact on the company, because many customers feel dissatisfied. 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 above definition, it can be concluded that quality is a quality standard where each element is interconnected and can influence performance in meeting customer expectations. Service quality is an effort to fulfill consumer needs and desires as well as the accuracy of delivery in keeping with consumer expectations.