Upplevd tjänstekvalitet

Sammanfattning: The service quality has become more important for the customers, since we are moving towards a service society. Maintaining a relationship between the parties require that the expectations are matched with the experiences. It is very hard to implement a quality control since services are being produced and consumed at the same time. The service quality can only be measured after the experience. It is therefore of great importance that the company’s engage the customers into the service process, so that the right service is being offered to the right customer. The purpose of this study is to see how Knut Communications customers experiences the service quality. To achieve this purpose the authors have used data collection, literature studies, interviews and questionnaires. The result of this study shows that Knut Communications customers experiences the service quality in a positive manner. The costumers had similar answers that confirms the result.