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Customerexpectation Final
Customerexpectation Final
1 Service
Customer Expectations
Beliefs about service delivery
Serve as standards or reference
points against which performance is
judged.
Customers compare their perceptions
of performance with these reference
points when evaluating service quality.
Expected Service: Levels of Expectations
Desired Service
Zone
Level of
of Zone of Tolerance
Expectati Toleranc
on e
Adequate Service
Adequate Service
Service
Alternatives Predicted
Service
Situational
2. Factors That Influence
Customer Expectations of
Service
Factors That Influence Desired
Service Expectations
Supplier
Internal Factors Controlled
Factors
Situational
External Factors
Factors
Factors That Influence Desired
Service Expectations
Internal Factors:
Factors which are within the customer. They
include-
Individual Needs:- customer feel lack of
if
something,
Maslow he needs
explain, motivated
existtoin atake action to
hierarchy. it.
fulfill
• Lower order needs- Physiological Security
needs, needs
• Higher order needs- Social needs, Esteem needs, Self
actualization need
Level of Involvement:- if customer is more
involved, his expectations will be more & consumers
become very particular about the type of service they
Factors That Influence Desired
Service Expectations
Past experiences- The experience that a customer
has with the following are all important-
Service provider
A competing service in the same industry
A related service in a different industry