Solved: Analyse the reasons why the assessment of service quality can be conceptually and practically much

Analyse the reasons why the assessment of service quality can be conceptually and practically much more difficult than the measurement of quality for manufactured goods. Illustrate your answer using appropriate examples.

Expert Answer

Solution:

Meaning of Assessment of service quality:

Service means the help that an organization extends to its customers. This help could be extended in the field of technical field or product related aspects so on and so forth.

Why it becomes practically difficult:

Customers of any product in the market are widely spread and no need of two customers is alike. When there is a difference in need, the manner of catering to each one varies. For any assessment to get effective results it should have definite parameters. When the parameters are not constant it becomes challenging as it would not project the desired results. As mentioned above, satisfaction level of two customers could be measured similarly.

Whereas,

Quality parameter for manufactured goods is explicit, inclusive of specific factors that make its evaluation quite easier.

Example: measurement of quality for manufactured goods:

  1. Required proportion of raw materials are used for manufacturing
  2. The inputs required are of required standards of the industry.
  3. The procedure to manufacture the goods is accordingly followed.

Example: measurement of service quality:

  1. Customer is satisfied with the service provided, and this could be reviewed by the way customer speaks about the product through word of mouth and refers others to go for the product.
  2. Customer shows increased interest in the product or other products of the same brand due to increase of faith that has resulted due to past experiences.
  3. Customer shows brand loyalty in several other ways.

Hence, due to variable parameters included in assessment of service quality it is challenging as compared to assessment of quality of manufactured goods.

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