BUILD A SERVICE EXCELLENCE CULTURE OF PLEASURE TO CUSTOMER

Customer service is an important aspect for most businesses in
retaining customers, maintaining high revenues and acquiring new
customers. The purpose of this study is to examine the aspects that need to
be built in superior cultural services to customers. The theories used are
customer-oriented culture, staff management and customer retention. In
this qualitative research, descriptive analytic method is used to collect data
and analyse and interpret the results. The findings show which aspects and
dimensions of service quality are significant in building a vision of total
service quality, different country cultures. Customer trust affects repurchase
intentions and word of mouth promotion. The more trust a customer has in a company, the more likely he is to recommend it to others