ipl-logo

Quality In Customer Perspective

1455 Words6 Pages

ABSTRACT
Purpose - In the modern era, the customer needs and wants have become a critical factor for business. Quality is one of the most significant factor that customer emphasize. The purpose of this study is to define the concept of quality in customer view.
Methodology - The proposed model is based on a current conceptualization of quality, which suggests that customer perspective is a critical factor in concept of quality.
Findings -
Originality/value - The paper has a value for business seeking to improve the quality provided by them based on customer perspective.
Keywords: Quality, Customer perspective
Paper type: Conceptual paper

1. Introduction
In nowadays globalization and liberalization international business environment, quality …show more content…

Thus, this paper aim to study the concept of quality in customer perspective.
2. Literature review
2.1 Quality According to Oxford American Dictionary defined that quality is a degree or level of excellence. However, different people will have different definition about it. Another definition found was is the American Society for Quality stated that quality is “totality of features and characteristics that satisfy needs without deficiency”. Obviously, quality can be defined in many ways which depend on who is defining it and the products or services it refers to.

Crosby(1979) point out that “Conformance to requirements. Measurements are taken continually to determine conformance to those requirements. The nonconformance detected is the absence of quality”.

“The difficulty in defining quality is to translate future needs of the user into measurable characteristics, so that a product can be designed and turned out to give satisfaction at a price that the user will pay” (Deming, 1986, p. …show more content…

Is your bank or credit card statement correct every month?
Time and timeliness How long a customer must wait for service, and is it completed on time? For example, is an overnight package delivered overnight?
Consistency
Is the same level of service provided to each customer each time? Is your newspaper delivered on time every morning?
Courtesy and are their voices pleasant? How customers are treated by employees. For example, are catalog phone operators at L.L. Bean nice and are their voices pleasant?
Accessibility and convenience How easy it is to obtain the service. For example, when you call Lands' End or L. L. Bean does the service representative answer quickly?
Responsiveness How well the company reacts to unusual situations, which can happen frequently in a service company? For example, how well a telephone operator at L.L. Bean is able to respond to a customer's questions about a catalog item not fully described in the catalog?

¹ Adapted from D. A. Garvin, "What Does Quality Really Mean?" Sloan Management Review 26, no. 1 (1984): 25-43.
² J. R. Evans and W. M. Lindsay, The Management and Control of Quality, 3d ed. (St. Paul, Minn.: West,

Show More
Related
337 Words | 2 Pages

Task 5 Customer satisfaction Customer satisfaction is an indication whether the expectations of a customer has been met. Customer satisfaction is an abstract concept where that involves factors like the products quality and quality of service and the locations atmosphere where the products are being purchased, and whether the prices are suitable for the products or service. Businesses uses customer satisfaction survey to find out whether the customers are satisfied with the services and the products of the company. It’s a leading indicator of consumer repurchase intentions and loyalty

Read More
419 Words | 2 Pages

At Winn Dixie work there was super laid back. I almost sometimes had nothing to do, other than just scanning customers and bagging. This job seemed to be a piece of cake to me. The customers were super nice and didn’t ask for much. The store was never a wreck, obviously in light of the fact that there were a loading

Read More
490 Words | 2 Pages

After Paul and

Read More
317 Words | 2 Pages

Publix Market was founded in 1930 as a privately-owned company in Winter Haven, Florida by George Jenkins. The founder had two main focuses. The first was to create the best shopping experience for his customers. The second is to create the best working environment for his employees. They have continued to have growth in a very challenging retail space.

Read More
1064 Words | 5 Pages

Publix is an employee-owned supermarket chain that sells a variety of goods including groceries, baked goods and deli meats just to name a few. The store, located on Tiger Boulevard is a 64,000-square foot store that currently has 134 employees. Publix places an emphasis on customer service and satisfaction. The combination of extraordinary customer service and high-quality products, has made Publix the largest and fastest growing, employee-owned supermarket chain in America. I interviewed Mr. Wayne Martin, who is the store manager for the Publix located here in Clemson.

Read More
842 Words | 4 Pages

Established in 1992, Dollarama is one of the largest value retail stores in Canada. Presently, they employ over 13,000 employees and have more than 1000 locations across the country. Dollarama provides its customers with a variety of consumer products, general merchandise, and seasonal items. Its Customers are able to find a consistent shopping experience with affordable products in convenient locations. The company is the market leader in dollar stores, and are constantly seeking opportunities to expand.

Read More
537 Words | 3 Pages

These performance standards include; respecting the consumer when dealing with connections and fault repairs, and having enhanced call support features (Foxtel 2016). Foxtel runs

Read More
1913 Words | 8 Pages

Since the organization was taken over by Nardelli, the store managers facing the change he put in place were resistant to them. While it is important for the organization to change the model of store management currently in place, benefits could be found in other avenues of change as well. Therefore, one recommendation for management intervention is to dissect the problems using OODA, or observe, orient, decide, and act. The OODA Loop is: As originally described by Boyd, the first activity is Observe which means detecting the enemy aircraft.

Read More
1208 Words | 5 Pages

Adequacy: The relation of available services to the needs of the population. d. Scientific-technical quality: The level of application to health care of the currently available medical knowledge and technology. Quality related terms a. Quality assessment: The measurement of the actual quality of health care rendered. The term assessment is generally synonymous with the term evaluation. b. Quality assurance: The measurement of the actual level of quality of services rendered plus the efforts to modify the provision of these services in the light of the results of measurement.

Read More
1422 Words | 6 Pages

Paul

Read More
1080 Words | 5 Pages

and they are close on Tuesday to Wednesday and Friday, Sunday and Monday (Greene,

Read More
917 Words | 4 Pages

The enterprise’s competitive advantage is their excellent customer service which requires “highly motivated staff” in order all of tasks required to provide the service with high quality. The enterprise has its own culture which

Read More
1378 Words | 6 Pages

The service level objective is to respond at least 80% of incoming calls within 20 seconds. The cost structure of the call center are fixed cost which is consist of agent payments which are not affected by operational performance and operational cost which are directly affected by the operational performance. The components of an operational cost are inbound telecommunication cost incurred from total duration of IVR experience, information systems cost per IVR experience, and Cost of erosion of the bank’s customer

Read More
1014 Words | 5 Pages

This deals with a customers’ perception that a product or service they are buying provides them with a higher value than a competitor. Superior quality can be broken down into two kinds of attributes: quality as excellence and quality as reliability. A customers’ perspective of quality as excellence would be that they want a product or service that provides features and a level of service that has no comparison. With regard to quality as excellence, if customers perceive that the products design, features, and functions are better than everyone else, then they would be more likely to buy their product. Higher quality products allow for a higher sense of value provided to the customer.

Read More
1030 Words | 5 Pages

Product design can fulfil the demands of the customers and they are willing visit the same company again in the future. Referencing to the words of Vonderembse (n.d.),

Read More

More about Quality In Customer Perspective

Related Topics

Open Document