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Monday, 27 July 2015

Customer expectations and service delivery: Are sme’s aware of the service quality standards gap?

Volume 12, Issue 4CONT1, 7 July 2015, Pages 175-184

Customer expectations and service delivery: Are sme’s aware of the service quality standards gap?  (Article)

Department of Marketing and Retail Management, University of South Africa (Unisa), Pretoria, South Africa




Abstract

Competition among
small businesses are high, as small businesses compete for market share
which larger business do not engage with. A definite competitive
advantage that small and medium enterprises (SMEs) can rely on is
service quality (Kasul & Motwani in Anuar & Yusuff 2011:328;
Tseng & Wu 2014:77). SMEs do not necessarily understand service
standards and how to ensure that the service standard is implemented.
The research utilised a quantitative research design whereby the data
was collected by means of a 5-point Likert scale survey known as the
SERVQUAL model. The results indicate that there are discrepancies
between dimensions those owners feel should be adhered to and the extent
to which they perceive their businesses to adhere to these dimensions. ©
2015, Virtus Interpress. All rights reserved.

Author keywords

Service quality; Small and medium enterprises (SMEs); Standards gap


ISSN: 17279232
Source Type: Journal
Original language: English

Document Type: Article
Publisher: Virtus Interpress


Scopus - Document details

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