Question

Customer expectations form an important element of quality. A service that fails to meet the expectations of one customer may be considered by them to be of poor quality while another customer receiving an identical service but who did not hold such high expectations may consider the service to be of high quality. Justify with suitable example

Give solution in 500 words

Answer 1

Answer:

Different customers have different expectations from a product. Some perfectionists expect exemplary services from the products which they purchase while others may only need the product to be operational. this makes a similar product of the same quality to be highly rated by some customers and be lowly rated by others.

for example, two customers can purchase Toyota V8 with same quality and specifications. the first customer considers the vehicle to be very luxurious and rates it highly because of its features and speed and the comfort it offers. However, the second customer can rate the vehicle to be of low quality because the vehicle consumes a lot of fuel. this makes two different customers to rate same product differently because they looked at different perspectives of the same product.

In view to this, it is very important for a company to ensure that the products that they produce are of high standards so that even the extreme critical customers can get a feature to clinch on.

when companies produce goods of low quality, they stand a chance to losing many costumers which will impact their financial accounts negatively and hence may be forced to quite the market due to lack of customers or consistent loses.

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Really hope this helps! Thankyou.

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