Service Quality

Management
Service Quality
Management
 Employees in service companies focus on quality services
 The employees in service company establish connection
between workers and customers
 Employees establish connection between the market and
company brand
 Employees should focus their attention in establishing wider
market for the company
 Customer satisfaction is main goal for employees
 Employees ensure they maintain company standards while
interacting with employees
 The concept of service quality management is crucial in
service companies
 Companies should focus on quality service
 The service company employees are the only ones who fight
between the seller and the customer until the work is done.
 Employees create a link between the organization and the
market.
Aramex
Aramex is leading providers of fast and easy travel
solutions.
Aramex was founded in 1982 as a fast-growing
company.
Aramex quickly became a globally recognized brand
for its customized work and the delivery of many new
products.
Aramex is listed on the Dubai Financial Market.
Aramex operates more than 8,600 and more than 310
locations around the world.
Aramex has a strong network of partnerships
contributing to its global presence.
Aramex offers variety of products in international and
domestic fast delivery, freight forwarding, quick and
easy storage, document management and online
shopping services.
Aramex
Aramex is the founder and chairman of the
Global Distribution Alliance (GDA)
Aramex brings together more than 40 fast, easy-
to-use suppliers and standards around the
world.
Aramex's quality and technology combined.
 Aramex has more than 12,000 companies
serving customers in more than 240 countries,
33,000 vehicles and 66,000 employees.
Aramex is the founder of the World Freight
Alliance (WFA), a global expert in marine and
aerospace operations.
Aramex has more than 300 offices and 200
capitals in 58 countries around the world.
Aramex network continues to grow and expand.
Aramex
At Aramex, we believe that the best people are
always productive and constantly innovating
to meet our customers' needs. This is the basis
of our business. That's why we strive to attract
and retain the best talent, where we nurture
them and always give them opportunities for
success and innovation. People all over the
world work under the Aramex banner, and
different backgrounds and ideas fuel our
motivation for conversation, ideas and
experimentation. It captures the face of
Aramex in cultural and linguistic contexts,
creating a truly global cultural impact that is
intertwined with a common thread. We
believe in our employees.
Customer role in service delivery: Customer’s role as a Productive Resource

This concept of customer service assumes that

the owners are part of the work organization
In the case of a company, hiring a company
that employs human resources will provide job
seekers with the best possible job.
The customer provides basic available and
complete task information to the service
provider to maximize the chance of better
results
service providers where service providers do
not select active customer service are looking
for ways to block the customer interface as
much as possible
Perfect service reduce costs and increase
efficiency
Customer’s role as a
Contributor to
Quality
Customers contribute to services' quality,
satisfaction, and value.
The customer may often be less
interested in working harder to increase
the productivity of the supplier's
services.
 An intervention can lead to the
appointment of a new lawyer and help
him in the future.
The customer to contribute to the value
and satisfaction of the purchased service.
Service be helpful for a consulting firm in
many future careers
Customer’s Role as a Competitor
to the Service Seller

The last work done by clients may be the

work of the competition.
the customer can perform the service, in
whole or in part, instead of buying it on the
market.
 The customer can start a training business
using the existing infrastructure instead of
hiring an external management company.
factors that influence to get a job are high cost
and management changes for internal job
becomes a threat to the seller by deciding to
do the task himself. The client can therefore
play the role of a competitor in these
situations.
Summary
Service delivery is the relationship of the service
system, service providers, and contractors to each
purchase condition.
Service system is essential in improving the level of
service provision to meet customer needs.
 Employees play a crucial role in employment because
they are the face of the work organization.
Employees provide the customer with a suitable
solution by meeting their and ensuring customer
satisfaction.
Summary
Satisfaction and service is crucial to customers.
 The customer have different levels of interaction in
service mode, from low interaction to high interaction.
Service quality and customer satisfaction depends on
the employees and customers
Organizations can implement strategies to assess
customer status.s
References

Crittenden, V (2020). "Customer support services: more

than administrative support – it has to be
strategic ."European Journal of Marketing. 54 (7): 1807–
1808.
Khosla, S (2010). “Consumer Psychology: The Essence of
Marketing.” International Journal of Educational
Administration 2.2: 220–225.
Tolentino, J (2015). Enhancing customer engagement with
interactive voice response. The Next Web. Retrieved 2020-
05-17.