Service Experience Essay

1236 Words5 Pages
Introduction In daily life, we encounter many services from day to night. As a consumer, evaluation of service firm often relates to the service experience encountered by the customer which when the customer interacts directly with the firm. The service encounter will be evaluated from the customer point of view. Thus, the service encounter satisfaction can vary depending on service type, the overall process and the customers’ perception. The Worst Experience Looking back at the past service experience, I have concluded that the worst service experience I ever encounter was at Xinjiang Court in Klana Resort, Seremban. The overall service experience was so bad and it gave did not meet the expectation of an award winning restaurant. According to Expectancy Disconfirmation Model proposed by Oliver (1977), expectation that integrates with perceived performance will generate post purchase satisfaction. Applying this theory to the service encounter experience at the restaurant, it gave negative disconfirmation post purchase. The root of this negative disconfirmation lies in the service quality they provided. The negative disconfirmation has brought me to realize the existence of service quality gaps in Xinjiang Court. When applying gap analysis to the restaurant industry, the most relevant application lies in Provider Gap Three: the difference between customer-driven service design and standards and service delivery. A restaurant must have an efficient and effective system in place to meet the demands of customers with relative speed and quality. The assurance of a high level of service performance is of the utmost importance. Being employed as a waiter, I give a large amount of leeway with any employee in the industry. I have experienced the immense pressure compounded from the combination of various customers and the aspect of situational factors; however, I
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