The significant features of service delivery and the techniques used in understanding and improving service quality

Sample:


INTRODUCTION
Service provision is a process of creating utility to the users, i.e. satisfying their want in respect to the service utilization. The quality of service delivered goes a long way to determine the level of satisfaction the user derives. Hence, quality service provision is a paramount factor that is envisaged, especially by the users of such service. The quality of social services; which entails the delivery of basic necessities to the masses by government, is one that needs to be present in the effective development and meaningful contribution to the social well being of the citizens of a state. Another form by which service provision can take is service emanating from organization to its customers. This latter form of service is normally based on commercial considerations; which is rendered with a motive to maximize profit in re turn. But for social service delivery, this service are rendered in order to give benefit to the masses at the lowest cost; the drive here is benefit provision, not profit maximization, as identified with services from commercial organizations. According to Cornwell & Gaventa 2001), “state-centered conceptions of social policy often view citizens as recipients of state delivered programmmes. Market-led versions focus on the clients of social welfare as consumers, participation through exercising choice from a range of services”.
This essay intends looking at the significant features of service delivery and techniques used in understanding and improving service quality............

Number of Pages: 8
Numbers of References: 8

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