Quality of Services between Expectations and Performance

Cioban Gabriela-Liliana
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Cioban Gabriela-Liliana: Stefan cel Mare University of Suceava Faculty of Economics and Public Administration

Ovidius University Annals, Economic Sciences Series, 2014, vol. XIV, issue 1, 279-284

Abstract: In this paper we highlighted the importance and the role of service quality in increasing the quality of welfare. In the twentieth century quality has become a fundamental and necessary value for progress, indispensable for "mastering" the future, in which the customer is important, he has absolute priority being a central character, and the company management must consider improving the production process, finding solutions, and involving staff. Therefore, quality leads to lasting customer satisfaction, meets the needs and expectations and helps to improve efficiency and effectiveness. Quality in services contributes to attracting new customers, the loss of fewer clients by providing quality services that require the presence of skills, wisdom, determination, and energy among the basic characteristics of the service provider. The importance of quality is reflected in its ability to meet people’s needs and to increase the standard of living.

Keywords: quality of service; quantifiable; consumer; customer; loyalty; customer retention. (search for similar items in EconPapers)
JEL-codes: A19 D04 E21 I00 J01 J08 K20 O10 (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:ovi:oviste:v:xiv:y:2014:i:1:p:279-284

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