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

Answer 1

• Customer expectation form an important element of quality as a customer would judge the quality of the goods or services based on the satisfaction he gets from it.
• If a customer has high expectations from a good or service then he will only be satisfied by its quality when the standards of that particular good or service stand at par with the customer's expectations.
• Let's say, Customer "A" was referred by his friend to dine at a restaurant as it serves delicious meals. A goes to that restaurant with high expectations and orders the meals that were suggested by his friend. But, after having the meal A did not like the meal so much as he was expecting, so now he feels that the quality of that restaurant is poor.
• on the other hand, another customer "B" was passing by the restaurant, decided to dine-in at the restaurant with least expectations. He ordered the same meal as A but, he was highly satisfied with the meal as he was not expecting it to be upto this mark. So, now B considers the quality of service of this restaurant to be high.