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Quality of Services between Expectations and Performance

Author

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  • Cioban Gabriela-Liliana

    (Stefan cel Mare University of Suceava Faculty of Economics and Public Administration)

Abstract

In this paper we highlighted the importance and the role of service quality in increasing the quality of welfare. In the twentieth century quality has become a fundamental and necessary value for progress, indispensable for "mastering" the future, in which the customer is important, he has absolute priority being a central character, and the company management must consider improving the production process, finding solutions, and involving staff. Therefore, quality leads to lasting customer satisfaction, meets the needs and expectations and helps to improve efficiency and effectiveness. Quality in services contributes to attracting new customers, the loss of fewer clients by providing quality services that require the presence of skills, wisdom, determination, and energy among the basic characteristics of the service provider. The importance of quality is reflected in its ability to meet people’s needs and to increase the standard of living.

Suggested Citation

  • Cioban Gabriela-Liliana, 2014. "Quality of Services between Expectations and Performance," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(1), pages 279-284, May.
    • Handle: RePEc:ovi:oviste:v:xiv:y:2014:i:1:p:279-284
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    More about this item

    Keywords

    quality of service; quantifiable; consumer; customer; loyalty; customer retention.;
    All these keywords.

    JEL classification:

    • A19 - General Economics and Teaching - - General Economics - - - Other
    • D04 - Microeconomics - - General - - - Microeconomic Policy: Formulation; Implementation; Evaluation
    • E21 - Macroeconomics and Monetary Economics - - Consumption, Saving, Production, Employment, and Investment - - - Consumption; Saving; Wealth
    • I00 - Health, Education, and Welfare - - General - - - General
    • J01 - Labor and Demographic Economics - - General - - - Labor Economics: General
    • J08 - Labor and Demographic Economics - - General - - - Labor Economics Policies
    • K20 - Law and Economics - - Regulation and Business Law - - - General
    • O10 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - General

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