Service quality

The functional quality of the service encounter is how the service is provided. The dimension relates to the psychological interaction between sales person and his customers and is typically perceived in a very subjective way. It includes the below element.

•  The attitudes and behavior of the sales person.

•  The relationships between sales person and customers.

For instant are they well presented? Are they positive about company products? Do they appear competent, knowledgeable and aware? Do they seem to care customer? Do they treat customer as important? Do they give the customers their full attention?

•  Relationships between sales person.

Do these relationships appear to be a professional? Do they chat with each other whilst serving customer? Does each appear to know their role in team and the function of their colleagues? Are they positive about their colleagues or unduly critical?

•  Appearance and personality of service personal.

Do they seem interest in the customer and customer needs? Do they convey an attractive and positive image?

•  Service mindedness of the personal.

Do they appear to identify and understanding customers needs and want? Are they interested in what they doing? Do they convey competence?

•  Accessibility of the service to the customer.

Do they explain the service in language, which the customer can understand?

•  Approachability of service personal.

Do they appear alert, interested or welcoming? Do they appear to be willing to be interrupted? Do they give the impression they want to carry on with what they are doing? Are they gossiping with their colleagues? Do they care?