ABSTRACT
Service quality in the design and delivery of the service or product is an excellent way to differentiate an organization’s offerings, sustain its long-term longevity and competitively position it as a leader in both the market place and market space. However, design and delivery are only part of the equation. Ensuring that the service support programmes encourage the continual use of the service or product is of equal importance, particularly in relation to customer retention. Maintaining market position is also essential and the information service should consistently offer high-quality, customer-focused services or products that meet current and emerging needs as well as presenting choices in the delivery of these services or products through a multi-channel approach. The emphasis in all of the above being on the customer, rather than on the products or services.
