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ST. MARY UNIVERSITY SCHOOL OF POST GRADUATE STUDIESSERVICE QUALITY AND CUSTOMER SATISFACTION THE CASE OF DASHED BANK S.CBYSENAIT YIMERJULY 2017 ADDIS ABABA, ETHIOPIAService Quality and Customer Satisfaction The
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Understand the expectations and needs of customers.
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Set up measurable criteria to evaluate service quality.
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Train and educate employees on the importance of customer satisfaction and how to deliver high-quality service.
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Service quality refers to the assessment of how well a delivered service meets customer expectations. It encompasses various dimensions such as reliability, responsiveness, assurance, empathy, and tangibles. Customers are the individuals or entities who receive and evaluate the service.
Typically, businesses and service providers are required to file service quality and customer reports, especially those operating in regulated industries or sectors mandated by law to maintain certain service standards.
To fill out service quality and customer forms, gather relevant data about service performance metrics, customer feedback, compliance with service standards, and any other required documentation. Follow the specific guidelines provided on the filing forms and ensure all sections are completed accurately.
The purpose of service quality and customer reporting is to monitor and enhance the standards of service provided, ensure customer satisfaction, comply with regulatory requirements, and identify areas for improvement in service delivery.
The information that must be reported typically includes service performance indicators, customer satisfaction ratings, complaint resolution statistics, service availability data, and other relevant metrics that reflect service quality.
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