Assessment of Service Quality of Online Food Delivery System(Zomato)
- Background: Service quality is generally viewed as the output of the service delivery system, especially in the case of pure service systems. Service quality is linked to consumer satisfaction. Service quality is a perception of the customer. Customers, however, form opinions about service quality not just from a single reference but from a host of contributing factors.
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- Overview: The project critically examines different service quality models. The critical review of these models is intended to derive linkages between consumer behavior and various parameters of service quality, to highlight the area for further research.
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- Motivation: Lack of service quality as experienced by us and our acquaintances, motivated us to do research and help in the improvement of service quality.
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- Problem Definition: In general, customers compare perceived service with expected service, and if the former falls short of the latter the customers are disappointed.
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- Scope of work: Service quality contribution is the most important factor in investigating the outcome of the customer's expected and perceived service attributes of any business. Whether manufacturing, service, or retail the quality of service is of great importance to both customers and companies.
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- Conclusion:
1] The review of these service quality models may highlight various issues, debates, strengths, and weaknesses about service quality of various businesses.
2] These models will focus from marketer to consumer, front-line staff to supporting staff.
3] There is a positive correlation of internal service quality (considering all the processes and operations associated with the delivery of a product or service) with business performance and the service quality delivered to the customer including the distribution, marketing, and other support functions.
