A Study of the Needs of the Service Quality of Beverage manufacturing Company

Abstract

                 This study aimed to investigate the needs in quality service of beverage manufacturing company and its service encounter problems in order to propose a guideline in service quality development. The key informants are business operators that used production service of beverage manufacturing company (n = 15). It was found that the majority of key informants had high expectation of service quality in terms of quality of service, physical evident, reliability, responsiveness, assurance and empathy. After using the services they felt satisfy with the services quality in every aspects.

                 They chose to use production service of experience, legal licence beverage company with International Standard Industrial Classification that implement modern all equip machines. In addition, the company should be reliable and take good care of customers with after sale services. Problems the key informants always encounter were communication with staff and production delayed. The proposed guideline for service quality development from this study included the variety of beverage production, improving company landscape, maintaining company’s image, marinating loyalty customers by continuously survey their needs and improving service quality.