n Management Today - Service quality : at last an index for South Africa

Volume 21, Issue 4
  • ISSN : 1027-4324



Extracted from text ... THE QUALITY EDGE May 2005 31 benchmarks Service quality: at last an index for South Africa The impact of customer delight on business So what if service levels are lower than the competition, does it really matter? In a study conducted last year by Ask Afrika, a marketing research consultancy, 6 000 consumers across seven different sectors of the economy were asked to rate the service quality of individual companies. Overall loyalty ratings, measured by asking whether consumers were prepared to recommend the company again and whether they would continue to use the company in future, were far higher in ..

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