The opposite is true. The consumer can use Service quality, since the consumer does have ideas in relationships to the company. If the company does not provide these services then the consumer will go elsewhere. By controlling the quality of service for its customer a company is ensuring long life and prosperity, and will eliminate the gab between its competitors. Determinants of Service Quality Extensive interviews of consumer focus groups tried to identify the attributes or determinants of service quality.
Service quality is judged on the basis of whether it meets expectations.
Quality perceptions are derived form the service process as well as from the service outcome. The way the service is performed can be a crucial component of the service form the consumer s point of view. First, there is the quality level at which the regular service is delivered, such as the bank teller s handling of a transaction. Second, there is quality level at which exceptions or problems are handled. Thus good customer relations are important in maintaining quality, regardless of the type of service.