SERVICE QUALITY PROCESS
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Service quality concept As the world continues to register milestones in the field of technology, service quality has continued to transform into becoming one of the most integral parts of success for organizations. Customer expectations have grown while service customization continues to be embraced by producers and manufacturers so as to keep pace with the ever changing market trends and tastes. Service quality concept is continuously evolving to imply service output uniformity on the basis of an ideal value that has been determined by the consumer himself. In varying the dimensions of a service output, however, the allowable limits should not be exceeded. Instead, variations should be identified well in good time to allow for problem correction (Mukherjee, Nath & Pal, 2003, p.723). As market competition intensifies with service providers seeking to expand their clientele base, quality of service will remain the basis upon which companies can gain an edge over their competitors. To a service provider, quality is a very strong statement of assurance expressing allegiance to the customer as well as a strong defense against external competition. It is the surest path to sustainable growth and earnings. There is a strong relationship between service quality, the market share garnered, and the returns on investment acquired (Baron, Harris & Elliot, 2005, p.49). How service quality was developed The need to pursue quality production in service was mainly informed by the sophistication of customers in succinctly determining what they require. Owing to the advancements made in the field of information technology, consumers became more informed and selected those qualities in service which suited their needs and requirements effectively. Thus, there was need by producers to embrace technology as well in order that they could
