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Service excellence assessment
- 1.
- 2. Introduction • Nowadays excellencyis service helping the organization to achieve greater customer satisfaction and increasing organizational loyalty. • Service excellency and customer satisfaction are related to each other • In hotel industry, medical sector, aviation and telecommunication industries it plays important role
- 3. Importance of MeasuringService Quality • Multiple industries are taking extra care of service excellence to meet customers’ expectation • Organizations are using tools like medical technology, total quality management for customer satisfaction
- 4. Importance of MeasuringService Quality • The importance of service quality is seen to make banking sectors to provide customer satisfaction and to improve loyalty. • The banking sectors try to improve the level of customer satisfaction and the Islamic banks are using CARTER tools for improvement. • The aviation industry and the telecommunication industries are implementing tools for service quality maintenance
- 5. Evaluation measuring methodsand analyzation of the way it will be used • An India-based five-star hotel is on the way to gain attention through providing customer satisfaction with the help of implementing service quality tools and service maintenance tools. • The holes industries are trying to attract tourist trade. • One important tool to improve service quality is through reducing carbon-foot prints.
- 6. Evaluation measuring methodsand analyzation of the way it will be used • Along with the hotel industries the medical industries are not lay behind to improve its service quality. • The medical sectors are implementing medical technologies to provide patients’ satisfaction • The medical industries are on the way to improve patient service through hygiene maintenance, cleanliness, trained nurses, competency of doctors (Gyebo, Ahamat & Yahaya, 2020).
- 7. Evaluation measuring methodsand analyzation of the way it will be used • The service provided by the customers still cannot satisfy them and this is the reason of measuring service and implementing service excellence tools. • There is difference between the service provided by Wester banks and Islamic Banks. • The Islamic Banks are providing services like CARTER to improve the quality of service (Aisyah, 2018).
- 8. Evaluation measuring methodsand analyzation of the way it will be used • The Islamic banks implement re- development policies to maintain business standard. • The reconstruction of the strategies are based on building strong relationship with the customers (Aisyah, 2018).
- 9. Evaluation measuring methodsand analyzation of the way it will be used • As a result of digitalized inventions in Indonesia the Islamic banks are adaptation digital technologies • The Islamic Banks of Indonesia is shifting from the traditional way to conduct the banking sectors (Aisyah, 2018).
- 10. Evaluation measuring methodsand analyzation of the way it will be used • There are two important tools for quality assurance in rural accommodations. • The South Korean management of rural accommodations are attaining special efforts • The special efforts are to improve the service quality (Choi et al. 2018)
- 11. Evaluation measuring methodsand analyzation of the way it will be used • God performance and service qualities are valued mostly in rural accommodation. • The rural service accommodations are attaining 11 service attributes (Choi et al. 2018).
- 12. Evaluation measuring methodsand analyzation of the way it will be used • The telecommunication industries of UAE implement CRM for loyalty and customer satisfaction. • CRM practices have positive impact of UAE’s telecommunication industries. • Customer relationship practices are attained by most of the Middle East telecommunication companies (SALIM, 2018).
- 13. Evaluation measuring methodsand analyzation of the way it will be used • CRM provides great market advantages and creates customer loyalty and customer satisfaction. • In Etisalat CRM practices help the company to improve the customer satisfaction rate and their service. • The CRM practice include four major areas (SALIM, 2018).
- 14. Evidence from EmiratesAirlines • The aviation industries depend on the service they provide to the customers. • In the same way Emirates airlines has their own customer service plan to satisfy the customers • Some of the plans include customer notification white cancelation diversion and delay (Our Customer Service Plan | Emirates Website Policy and Information | Emirates United States. United States. 2021).
- 15. Evidence from EmiratesAirlines • The organization provides different treatment to different customers as per customers’ need. • For disable passengers the organization takes specific measurements. • The company is clear about the requirements for adults and the minor.
- 16. Conclusion • Multiple industriestake multiple measurements for providing quality service. • it has great relation with customer satisfaction.
- 17. Reference List • SALIM,S. E. (2018). UNDERSTANDING THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES ON CUSTOMER SATISFACTION AND LOYALTY: AN EMPIRICAL STUDY ON THE CUSTOMERS OF TELECOMMUNICATIONS COMPANIES OPERATING IN UAE. In Boston Conference Series| 19th-21st November 2018 (p. 17). https://www.academia.edu/download/60714882/Understanding_the_Impact_of_Customer_Relationship_ Management_Practices_on_Customer_Satisfaction_and_Loyalty20190926-78670-bswyr4.pdf#page=17 • SEKAR, S., & SUDHA, B. (2020). MEASURING SERVICE QUALITY AND CUSTOMER SATISFACTION TOWARDS FIVE STAR HOTEL IN TAMIL NADU. Journal of Natural Remedies, 21(7), 169-175. https://www.jnronline.com/ojs/index.php/about/article/download/419/404
Editor's Notes
- #3 The slide presents the importance of maintaining service quality in different industries. It is clear that service quality helps to increase customer satisfaction. Multiple industries from lase two decades are focusing on service excellence and to meet customers’ satisfaction.
- #4 This slide tells about the importance of service excellence in today’s organization. Usages of technology helps the organizations to make its service better and provide improved service quality. Service quality maintenance helps the organizations to maintain good working environment and maintenance of reputation of the organization.
- #5 This slide is about the impact of service quality maintenance in different sectors. The Islamic banks are implementing new tools to maintain service quality and to reduce the amount of complains related to not sufficient service being provided to the customers. Not only the banking sectors but also the UAE-based telecommunication companies are appointing quality management tools to improve service quality and to improve customer loyalty and customer satisfaction.
- #6 This slide is about the quality maintenance tools that the hotel service management uses to maintain quality service. The hotel industries focus on implementing some important tools like to reduce carbon footprints, manage waste materials, providing friendly atmosphere, providing computer-based reservation system, links with travel agents, tour guides, front desk clerk to work articulately and enthusiastically with the hotel industry. For the purpose of improvement in hotel industries India is providing tourism industry courses to provide top quality services.
- #7 The medical equipment are helpful to medical industries because it provides data to improve policy making process and health planning. The medical technologies are determining the safety and capacity of the organizations that provide medical services. Some of the important medical technologies are Magnetic Resonance Imaging, Smart Inhalers, X-rays, Robotic Surgery, Artificial Organs, Wireless Brain Sensors, Health Wearables and other health care technologies. The healthcare industries are focusing on healthcare activities are that instruments come into use. The healthcare industries are trying to secure the information from the patients and secure the information for betterment of the organization. the health care industries are trying to attain flexibilities for the purpose of improvement in healthcare sectors.
- #8 This slide presents that providing 100% customers satisfaction the Islamic Banks are facing major issues and the customers of the Islamic Banks still remain dissatisfied. Applying CARTER the greatest Islamic Banks has achieved best service quality certificate and award. Service quality impacts on customers satisfaction.
- #9 This part is the continuation of the previous slide. After implementation of the reconstruction strategy the Islamic banks try to maintain profitable and high standard and to run the banks professionally. Some of the important measurements that are part of the reconstruction strategy are non-cash transaction tool, e-wallet, e-money
- #10 This slide presents that the Islamic banks are shifting from traditional way of financing. The banking sectors of UAE is concerned about the transaction to digitalization and for this purpose they are making sure that they will adapt emerging model and digitalization with the touch of human beings.
- #11 There are two service excellence tools mentioned for the improvement in rural accommodation. These tools are IPA or Importance performance analysis. High performance and maintenance of service quality will include local residents’ behaviour. The gap analysis will be appointed for improvement in tourism sectors.
- #12 This section is continuation of the previous section. Among the 11 attributes 7 attributes are for high performance and four attributes are for valuing the performance. South Korea rural sectors pay much attention to this sector and for this purpose they have established service quality model. The accommodation sectors are trying to improve from their current performance and implementation of service quality tools will help this sector for improvement.
- #13 This slide presents the importance of service excellence tools in the telecommunication industries. It is seen that most of the Middle-East based telecommunication industries are implementing CRM in their industries. It has become an integral part of the telecommunication industries. It gives a optimistic view to the telecommunication industries. One of giant telecommunication industry in UAE Etisalat implement CRM to retain market sustainability.
- #14 This slide is about the major areas of CRM practices and these areas are customer service, optimization of customer service, customization and reward management. It is clear that the service provided by Etisalat are satisfying its customers and contributes in the mobile service quality.
- #15 This slide has taken a local UAE company Emirates Airlines to know hoe they provide customer satisfaction through its service excellence. The company offers suitable fare to the customers and if the flights face any difficulties related to their service they quickly inform the customers, Punctuality is major part of Emirates airlines’ service and if the company face problems like longer delay then the customers receive compensation. The company provides quality booking system and the service system is open to the customers for 24 hours. The customers can request for refund with in one day of flight booking. The organization takes different measurements for lengthy delay. The organization tries to treat all the passenger equally and fairly.
- #16 This slide is the continuation of the previous slide and there are some customer-friendly measurements that Emirates airlines takes for quality service and customer satisfaction. The company’s measurements are all about providing customer satisfaction and for this purpose the organization ensure any complain and try to provide quick and immediate response to the customers. Emirates Airlines provide customer-friendly service to the passengers and this results in the sustainability report of the organization.
- #17 The focus of different industries in implementing quality measurements and quality management is to satisfy its customers. The industries like hotel, medical, aviation and telecommunication with Islamic banks are focusing customer satisfaction and for this purpose the organizations are trying to implement service excellence strategies and tools.