– It is the consumer ‘s overall impression of the inferiority and superiority of the company and its services. Quality is critical to satisfying the customers and retaining their loyalty so they continue to buy from that particular company. Service quality plays a crucial role in long term revenue and profitability.
Consumer Buying Behaviour – If A company is providing better quality services then it’s customers are satisfied. The customers will come to that company in the future. But if the customers are not satisfied then they create negative words of mouth and convey their negative impression to other customers. So Quality is very important in today’s cut-throat competition.
For Example – If we talk about a college where a lot of facilities are available such as smart classes, better sitting arrangements for students, experienced teachers, canteen facilities, labs, library, water and washroom facilities, seminars, etc. Then the students will have a good impression of that college. They will also tell other students about this. All of this will create a better image of the company.
KC Group of Institutions
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