Service Quality Management

In: Business and Management

Submitted By nmagic
Words 2515
Pages 11
Table of content

Case summary 3
Quality at book stores 4
Quality problems of the stores 5
Parato Analysis 6
Book stores costs of poor quality 8
Reasons for doing the Survey the way it was done 9
Programs to improve quality 11
Obstacles to hinder the changes at the book stores and quality improvement 13
Benefits can be obtained from quality improvement programs 14

Case summary

Tech is a major state university which owns 2 book stores one on campus and one off campus at a nearby mall. Both stores sell school supplies, text books, school apparels and gifts and both the stores have customers inside as well as outside the university. With the aim of providing employment opportunities to the university students there is a long standing policy of hiring tech students as part time employees.
Although sales and profits of off campus store have been satisfactory and steady over past years there has been some incidents which can affect the quality of the service they provide. Therefore the executive director, Mr. Watson has taken some actions in finding the problems and the reasons behind.
Survey results have shown that there are some issues regarding the quality of the service of off campus book store and following are survey findings, critical evaluation and some recommendations for improvements…

Quality at book stores
Book stores fall under the category of retailers as they buy books and other stationary materials and sell them to end customers. When considering retail businesses, service quality is very important and has a huge effect towards the performance and survival of retailers.
Service quality of a book store can be defined using the dimensions of SERVQUAL model,
• Tangibles: This refers to the appearance of physical facilities, equipments, personnel, and communication materials. In a book store,
…...

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Biografico | Gamesmaster UK April 2012 | Switzerland