MEASURING SME’S SERVICE QUALITY WITH SERVQUAL
Adefisan, Adebowale (2016)
Kymenlaakson ammattikorkeakoulu
2016
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2016052610083
https://urn.fi/URN:NBN:fi:amk-2016052610083
Tiivistelmä
Abstract
Customer plays a significant role in business world both big and small industry. Small and medium enterprises ought to make effort in measuring the service quality delivery to their customers, and this would make them to business adjustment, therefore encouraging more sales.
Small and medium enterprises play significant roles to the development and sustainability of the nation’s economy. It contributes about 50% to 70% of the GDP. Measurement of service quality is required to improve the quality of service delivery. The research work uses the SERVQUAL model in Orilampi resort center.
The aim of the study is to know maybe SERVQUAL model can be used for measuring small business. Also the study research on how service quality is view by customers and company in term perception and the expectation
The research method was interview. Interview was used for the research work because the concept of measuring service quality has not been well adopted by enterprises in Kymenlaakso region.
The main result of the study shows that small and medium scale enterprise can measure the quality of service rendered using SERVQUAL, which can be tailored to serve the purpose of the measurement. This will helps in meeting customers’ expectation and improving on the services that is rendered.
Customer plays a significant role in business world both big and small industry. Small and medium enterprises ought to make effort in measuring the service quality delivery to their customers, and this would make them to business adjustment, therefore encouraging more sales.
Small and medium enterprises play significant roles to the development and sustainability of the nation’s economy. It contributes about 50% to 70% of the GDP. Measurement of service quality is required to improve the quality of service delivery. The research work uses the SERVQUAL model in Orilampi resort center.
The aim of the study is to know maybe SERVQUAL model can be used for measuring small business. Also the study research on how service quality is view by customers and company in term perception and the expectation
The research method was interview. Interview was used for the research work because the concept of measuring service quality has not been well adopted by enterprises in Kymenlaakso region.
The main result of the study shows that small and medium scale enterprise can measure the quality of service rendered using SERVQUAL, which can be tailored to serve the purpose of the measurement. This will helps in meeting customers’ expectation and improving on the services that is rendered.