Service quality in New Zealand: the new competitive edge

Publisher Website
Google Scholar
Abstract
To determine the importance of service quality in New Zealand, a survey of senior managers' opinions was carried out to determine company policies and operating practices in providing good service quality. The survey also compared managers' service level attitudes and policies in New Zealand with similar surveys in Europe, the US, Japan and the UK. The majority of senior managers indicated that they recognize the importance of excellent service quality for business success and long-term survival in strongly competitive markets. They believe that service will become much more important during the next 5 years, which agreed with the views of other nations surveyed. The New Zealand survey shows that there are some serious gaps in many companies between policies for providing good service and actual operating practices. Some of these gaps are in reporting and measuring customer satisfaction, and in providing staff training in customer service. To provide better service to customers, senior managers say they should be giving high priority to quality, reliability, speed of delivery and courtesy.

This publication has 2 references indexed in Scilit: