Time And Quality: Twin Keys To Customer Service Satisfaction

Abstract

Customers expect satisfaction when employing a service. We have explored the applicability of two elements of service satisfaction: time and quality. The time element utilized two measures: consumption time and waiting time. The five elements of quality we utilized were: courtesy, attentiveness, ability, accuracy, professionalism. We found that the time factor was somewhat more significant than the quality factor in determining consumers’ satisfaction in the service experience situation and in the service accomplishment. Although this study was based on banking services the time and quality dimensions are generally present in all service industries.