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Essay / Research Paper Abstract
This 14 page paper looks at the importance of quality and how it may be measured in a service organization using the example of a logistics firm offering heavy equipment moving services. The concept of quality and how it may be applied, identification of a model to measure services and potential method for improving services are all presented. The bibliography cites 14 sources.
Page Count:
14 pages (~225 words per page)
File: TS14_TETHTqual.doc
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Unformatted sample text from the term paper:
levels expected by a customer it is likely to result in dissatisfaction, in turn this may result in a complaint where a firm has the opportunity of correcting a problem,
alternately the result may simply be dissatisfaction which impacts on future purchase decision, reducing the potential for repeat purchases and possible a source of negative communication between customers which can
create a negative domino effect. Quality may be measured in different ways, for a firm such as Turk Heavy Transport (THT) where the product is a service the
transportation of heavy equipment the quality expected is primarily reflected in the firms ability to collect and deliver the equipment that they transport from and to the right place, on
time, with the equipment delivered being in the same condition as it was collected. These are the main deliverables; however, quality of service is also needed to meet other requirements.
In the commercial environment trading partners that are easy to deal is often a major consideration, easy commercial relationships which are stable and easy support the ongoing maintenance as well
as the initial gaining of the contract (Stading and Altay, 2007). This leads to consideration of the quality of the processes both those which deal directly with the customer, such
as the way that calls are received and the process of placing an order, as well as payment terms through to the hidden processes which underlie the way operations are
provided (Hammer, 2003). For THT to operate in a competitive environment, where they are not only competing with other local firm, but also large multinationals, the quality of the
service needs to meet the customer needs, and if Kotler and Keller (2008) are correct then it is only be exceeding a customers expectations that a customer can be turned
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