Customer satisfaction - service quality and influence factors

Food stalls in Storms satisfy customers' expectations as they provide a wide variety of food and drink options. Meeting customer demand is the primary target of every service provider. Quality is the most basic dimension desired by the customers in every segment of the service industry. High-quality service is a way to increase customer satisfaction, which afterwards leads to customer loyalty. 

But how do we define 'high quality? And how do we measure the service quality? 

Service quality, being an intangible concept, is certainly difficult to evaluate. With its growing importance, multiple factors have been defined as having an influence on the customers' perception of service quality. A recent study from last year indicates that there are three factors having a major influence on service quality within a food truck industry. Those three dimensions are tangibles, reliability and assurance. Tangibles refer to the aesthetics of the company and the appearance of physical facilities, equipment of staff. Reliability is the ability of the company to perform service accurately, consistently, without errors and on time. Assurance is based on an employee's knowledge and ability to establish trust, confidence and a friendly and polite relationship with the customer. This is being done based on employee's competence, respect for the customer, effective communication and attitude.

How are those three aforementioned factors represented in Storms? 

Do they really influence Storms customers' satisfaction? 

You will find out in the next post.