Quality
Expectations
Every consumer
will have certain expectations relating to the quality of the service.
Therefore they will expect certain parametres of quality, some certain
characteristics. The quality expectations are formed according to
three fundamental elements:
•
Personal necessities. The
users own necessities determine their quality expectations.
•
Information received. The information
that we have about a company comes from numerous sources, friends,
sales people, means of communication, the company and others. This
information that we have received from numerous sources condition
the quality that we hope to receive.
•
Experience with the service.
For many habitual customers, it is their own previous experience
of the service which determines their quality expectations.
The surveys
show a series of fundamental parametres that the clients consider
important in relation with the quality of a banks service.
•
Accesibility. Speed.
• How quick they are to respond. Professionalism. Knowledge.
•
Communication. Politeness. Respect and kindness.
•
Credibility.
• Absence of mistakes.
•
Punctuality when sending out correspondence.
• Privacy.
• How quickly they answer the phone.
• Information about services.
•
Security. Perception of lack of risks.
• Interior and exterior aspect of the office.
• Cash machines.
