Service Quality vs. Product Quality

 

Is there a difference between service quality and product quality? If so, what are the implications of these differences for a manager of a service business, such as a restaurant or a retail store?

Sample Solution

Service Quality vs. Product Quality

Successful businesses work proactively to obtain information form their customers to ensure they are meeting their needs. Products and services that meet or exceed customer expectations result in customer satisfaction. Product quality means how good it is. It is a measure of how well a delivered product meets the customer expectation. On the other hand, service quality involves a comparison of expectation with performance. Service quality is a measure of how well a delivered service matches the customer expectation. Product quality usually involves a comparison of expectation with performance while service quality is usually termed for service organization.

erefore Islam and democracy are incompatible”[11]. This view is supported by Huntington, writing that “the nature of Islamic culture [is] inhospitable [to] democracy”[12], since “democracy clashes with the Islamic notion of the sovereignty of God [and means] taking power from the hands of its usurpers and restoring it to God alone”[11]. In this regard, we can see how Islamic countries may be less likely to democratise and thus be more rigidly stuck in an authoritarian regime; holding beliefs which perhaps do not align as well with democratic governments. It could be argued, for example, that Sharia Law can foster the unequal treatment of women, while it has made space for “a violent Islamic radical movement: Boko Haram, [which] proffers religious authoritarianism as an alternative to democracy”[13].
The extent to which this is true is, of course, debatable, particularly since “Sharia movements draw popular support, especially from lower and middle class Muslims, [since the movements support] social, economic and political reforms meant to provide economic and physical security and accountability”[13]. M. Steven Fish builds on this point, arguing that the “unusual degree of subordination of women in Muslim societies”[19] is not actually caused by an oppressive nature of the religion itself; rather, the position of women has been determined by the historically “kin-based political power [in the] North African countries”[19] . Moreover, according to Freedom House, Indonesia, “the most populous Muslim country in the world, receives very high scores for both civil rights and political rights”[14]; a certain demonstration of the compatibility of Islam with democracy in a contemporary real-world scenario. It may therefore not be as great a contributing factor in the survival of non-democratic regimes as one might have expected.
A third possible explanation for the lengthy survival of a non-democratic regime could be a small winning coalition.

Defined as “the sub-set of the selectorate whose support is necessary for the leader to remain in power”[20], the winning coalition, as shown above in Figure 3, is very important in determining whether a non-democratic regime can survive; the larger it becomes as a proportion of the selectorate, the greater the likelihood of the next most p

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