Impact Of Service Quality, Physical Environment, Employee Behavior On Consumer Perception

Abstract

Gone are the days when people use to buy services on the basis of quality only the customer now want to have an overall service delivery including the physical environment end employee behavior. This paper throws light on how service quality, physical environment and employee behavior have an impact on consumer perception. Customers of banking services were chosen as the subject. The sample size of 100 respondents was taken based on Purposive Sampling Technique. Based on thorough literature review and after using various analytical tools it was proposed that service organizations should concentrate on service quality, physical environment and employee behavior for convincing consumers to use their services. Quality in business, engineering and manufacturing has a pragmatic interpretation as the non-inferiority or superiority of something. Quality is a perceptual, conditional and somewhat subjective attribute and may be understood differently by different people. Consumers may focus on the specification quality of a product/service, or how it compares to competitors in the marketplace. Producers might measure the conformance quality, or degree to which the product/service was produced correctly.