Winning The Heart of Consumers: Service Excellent and Relationship Management

Abstract

However, in the business world, it is not enough to be in this position, we have to be competitive and number one, and one way to win the competition is to improve service quality, because increasing service quality will make consumers satisfied and loyal. 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.