Service Specifications and Quality Components Explained
Service Specifications
There is a belief that services cannot be specifically addressed in the majority of intangible assets. However, a service, like an industrial product, can and should be specified. Probably, the level of detail in the specification of a service is not as complete as in the case of a product.
Railway Station Service Specifications
- Service (General) – Specifications: Identification of all the services offered by the station (ticket office, cafeteria, sales information, etc.).
- Service (Ticket) – Specifications: Types of services (pre-sale, etc.), number of windows open to the public, public opening hours, etc.
- Service – Information: Facilities, waiting rooms, automatic vending, cafeteria, etc.
Components of Service Quality
The factors that determine quality in a product are closely tied to the physical characteristics and performance of the product itself. In contrast, factors that determine service quality are linked to the perception that customers have of it. The most important are:
- The reliability of the service: The service is correctly provided as promised permanently.
- The state of tangibles: The appearance of the facilities and equipment that support the service.
- Responsiveness: The willingness to help customers and provide quick service.
- Professionalism: The knowledge of service provision and the possession of the skills required by those responsible for providing the service.
- Courtesy: The care and kindness of the staff providing the service.
- Credibility: The belief and true enforcement of what is promised.
- Security: The absence of danger or risk concerns.
- Communication: The ability to listen to and inform customers in plain language.
- Customer Understanding: The effort made to meet the customers and their needs.
Service Specifications
There is a belief that services cannot be specifically addressed in the majority of intangible assets. However, a service, like an industrial product, can and should be specified. Probably, the level of detail in the specification of a service is not as complete as in the case of a product.
Railway Station Service Specifications
- Service (General) – Specifications: Identification of all the services offered by the station (ticket office, cafeteria, sales information, etc.).
- Service (Ticket) – Specifications: Types of services (pre-sale, etc.), number of windows open to the public, public opening hours, etc.
- Service – Information: Facilities, waiting rooms, automatic vending, cafeteria, etc.
Components of Service Quality
The factors that determine quality in a product are closely tied to the physical characteristics and performance of the product itself. In contrast, factors that determine service quality are linked to the perception that customers have of it. The most important are:
- The reliability of the service: The service is correctly provided as promised permanently.
- The state of tangibles: The appearance of the facilities and equipment that support the service.
- Responsiveness: The willingness to help customers and provide quick service.
- Professionalism: The knowledge of service provision and the possession of the skills required by those responsible for providing the service.
- Courtesy: The care and kindness of the staff providing the service.
- Credibility: The belief and true enforcement of what is promised.
- Security: The absence of danger or risk concerns.
- Communication: The ability to listen to and inform customers in plain language.
- Customer Understanding: The effort made to meet the customers and their needs.