Service Quality in Small and Medium Enterprises (SMEs) from the Customers' Perspective: A Case Study of 5 Different Sectors in Mauritius

Abstract

The perceived quality of goods by the customers has importance. But it is hard to measure the quality of the services as compared to the physical goods. Quality services is the indicator of competitive advantage in specific industry. In this paper, the quality of services delivered by the SMEs in Mauritius has analyzed. Different dimensions of quality have been analyzed and customer satisfaction has been turned out to be the most important among them. The results show that responsiveness and tangibility are the main indicators of customer satisfaction.