Enhancing Service Quality for Sustainable Business Practices: A Case Study of DEDEMAN

Abstract

Measuring and enhancing service quality can significantly increase an organization’s earnings and strengthen its reputation. Regardless of the industry, service quality has a direct impact on an organization’s ability to meet customer needs while remaining competitive. We selected this topic due to its importance; thus, learning how to measure and improve service quality is a valuable skill that requires both research and expertise.

Service quality refers to how well an organization delivers its services compared to customer expectations. Customers purchase services in response to specific needs, and they hold—either consciously or unconsciously—certain requirements and expectations regarding how the organization’s service delivery meets those needs. An organization with high service quality provides services that meet or exceed customer expectations. It is also a measure of how well an organization understands customer needs and fulfills them.

Understanding how to improve service quality is a critical step in fostering the growth and long-term success of any organization.

Keywords: DEDEMAN, development, services, quality