The Effect Of Service Quality Of Pwd Employees Of Farron Cafe On Customer Satisfaction

National Teachers College Quiapo, Manila School of Business 1 Chapter 1 THE PROBLEM AND ITS BACKGROUND Introduction Service quality is defined as comparison of expectation with performance. It is an assessment of how well a delivered service conforms to the clients expectations. A company often used to assess service quality provided to their customers in order to improve their service, to identify quickly the problems and to have a better assessment for client satisfaction. Service quality is considered as an important factor for driving customer satisfaction in the service environment. It has five (5) dimensions; assurance, empathy, reliability, responsiveness, and tangibility. Assurance is the process of acquired knowledge being showcased by the staff in executing their term of preferences during service delivery. Empathy is the ability for service delivery firms to pay attention to individual customer problems and demands. This address the issues effectively. Reliability is the process in which service provider remains faithful in rendering services to its customer. Responsiveness is the process in which service provides reaction quickly to resolve customer problem positively within a given time.National Teachers College Quiapo, Manila School of Business 2 Lastly, Tangibility is the appearance of physical facilities, personnel and communication materials. On