KEYS TO IMPROVE SERVICE QUALITY FOR CREATION OF GOOD WORD OF MOUTH

Abstract

In today's world, service quality is critical to an organization's existence and success. It is now seen as a critical strategic issue for firms working in the service sector. Keeping in view the importance of service area, this study starts with introduction of service management, then service quality and its definitions. The purpose of the study is to elaborate the importance of management commitment to service quality in creation of customers’ perception of service quality. The study explores the relationship between management commitment to service quality and effective employee involvement as well as between effective employee involvement and customer perception of service quality via literature review and then second it by theoretical backup. By extensive literature review and theoretical backing, current study is an effort to highlight the importance of service quality to achieve the customer satisfaction. The study also gives recommendations for future research, keeping in view the importance of service quality