Improving the application of quality conformance tools service firms

For the services industry, quality of service is measured by evaluating customer satisfaction. Service firms use customer behavior as guides in the delivery of service. However, a high degree of customer-perceived service quality does not happen by chance, but is achieved through the implementation of effective service delivery design and conformance checks. A method is developed to help service managers identify areas that need quality improvement and monitor the quality of day-to-day service operations.