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INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS
JUNE 2011
VOL 3, NO 2
- Percentage distribution of cars in Jordan by the country of manufacture refers to 60%
Korean, 20% Japanese, 15% European, 4% American and 1% Chinese.
The main challenges in the automotive market in Jordan are; Fuel prices, availability of spare
parts, after sales service and used cars.From here, one can conclude that the Peugeot dealer in
Jordan is selling the vehicle to the customers and at the same time providing the services
associated with the vehicle.
The definition of services
The literature suggests that there are many organizations that sell a particular commodity, and
this sale is not complete without service or a range of services provided by the organization itself
or specialized organization. In this area, business dictionary pointed out that many businesses are
selling a unique item including both a tangible or physical good and intangible service, where
some times the quality of service is more important than the physical product, eating a meal in
the restaurant for example, may explain this, there are plenty of customers interested in the
method of presenting food for them more than their interest in food itself (Sims, 2007, P.5). In
the context of his research on the factors influencing the decision to buy a car, (Shawawrah,
2006) indicated that service after buying is a significant factor for the study sample. Defining
services requires a crucial understanding of what classifies some thing as service, managers,
engineers and designers tend to deem that services are: intangible, perishable, experiential, and
co-produced between customers and providers (Dolfsma, 2010). Intangibility is the main
attribute of services, and this approach could be the sense of the definition of the economist
magazine of services, where services were defined as "products of economic activity that you
can't drop on your foot" (The Economist Magazine, 2006). Access to marketing literature, we
note that there are several definitions of services according to their characteristics, the U.S
Bureau of Economic Affairs (BEA) defines services as products that cannot be stored and that
are consumed at the time of their purchase (http://bea.gov/bea/mp-nationa.html).
Conceptual framework of service quality management
In a turbulent environment and perpetual motion, are rising ferocity of competition among
business organizations, whether organizations producing goods, or service providers. And with
the entry of global companies to markets around the world, the process of selecting product or
service has become more spacious for the customer, which called the attention of companies to
increase the quality of their products either goods or services.
Quality has an integral role in all managerial activities. The main goal of any business
organization today is to maximize its profitability which enables it to continue. And managers
became aware that maximizing profitability requires increased volume of sales, and this will not
be without delivering high quality products and services on time. According to (Batagan, et. al.
2009), "there is a multidimensional relationship between the quality of a service and the
organization that is providing that service".
To highlight this relationship, let us assume that there is someone in front of two options, to get a
doctorate degree in law, either from the Sorbonne University, or from a university in the
Caribbean islands, if this person cares about quality of education, he will choose Sorbonne
University, because it is an ancient university, and with a global reputation. From here, we can
say that quality management is a way of doing business that allows an organization to design
products and services that meet or exceed customer needs and build operational processes that
achieve high levels of performance and quality (Massoud, 2010). While the quality of service
defines as "the collective effect of service performances which determine the degree of
satisfaction of a user of the service". This definition leads to consider the customer as the final
judge on the service and its quality, because quality is the customer's perception of a delivered
service (Doug, 2010).
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