Service Quality to Loyalty- Effect of function and facility

Any organization, manufacturing or service aims at customer satisfaction by enhancing the value of its products or service facility. Quality of a product is subset of its value and is defined as “totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs”. Thus value of a product or service is dependent on its capability to fulfill primary (stated need) and secondary functions (implied need). Enormous literature on service quality has identified various dimensions of service quality viz. tangible, responsiveness, reliability, assurance, and empathy. Service quality is an overall attitude towards a service firm. For instance, a customer may be satisfied with one service encounter, but the overall perception towards the service organization may be poor. The present work visualizes the quality of service in terms of its value to customers. The paper further identifies the factors responsible for ‘quality of function’ and ‘quality of facility’ for different service organizations. The interrelationship developed between various factors will help in deriving the conclusive effect of ‘function and facilities’ as these are responsible for success of any service organization.