Managing Service Delivery Individual Report Essay

MANAGING SERVICE DELIVERY INDIVIDUAL REPORT Due Date: 26 June 2015 Joahnna Esguerra Lecturer Mujalni C. Karay Jr. 1. SERVICE QUALITY: It is the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs. (American Society) It is the ability of a product or service to consistently meet or exceed customer expectations. Service quality is the relation of customer’s expectation with company’s performance. A company or business with good quality service will satisfy customer needs and continue to improve its services. It is a benchmark of how well a service was delivered in relation with customers’ expectations. This can be often assessed by customer’s feedback through personal, telephone or e-mail survey or interview. Service quality is a very important characteristics of a business to become successful. 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