Impact Of Perceived Service Quality On Customer Satisfaction And Brand Loyalty
[A CASE STUDY OF HONEYWELL FLOUR MILLS PLC]

Competence
Competence refers to possession of requisite knowledge, skills and experience by employees. The employees must be trained on what to do and how best to do them. Necessary equipment or technology must be provided and be serviceable all the time. Relevant information must be at the disposal of every employee.
Competence does not relate to just individual abilities on their jobs but on jobs available throughout the organization. People should be able to switch jobs easily and fast. Absentee employees cannot hold up services because some other employees know their jobs and can stand in.
It is competence that fosters efficiency in the process of an organization and produces effectiveness in the results. How every disappointing for a customer to be told that a service he/she expects cannot be delivered because a technology is out of service or than an employee is absent from work! It is more frustrating if either of these flops lasts for days or weeks. It is partly the issue of competence that makes some management theorists or consultants recommend that organizations should employ and keep only people key to their mission. Support or ancillary staff should be outsourced.
    Confidentiality and Security
Relates to privacy, secrecy, physical safety and security. In our volatile and exploitative world, there is big need for confidentiality and security for persons, their wealth and businesses. The state provides these services but business organizations must also complement the state to ensure that individuals are safe in their environment and that their transactions, carried on within the ambit of the law, should be kept away from prying eyes. Casinos, hotels, banks, employers, churches or other religious organizations must keep their customers' secrets. Debts owed by customers, in terms of credits given to them, losses incurred from bad business or profits made from good investment, should be kept secret from the public.
The gate (entrance and exit) is the first and last experience for customers to many organizations. There is often the need for security checks here; these should be done with courtesy, dispatch and professionalism. Gates should not be made into inquisition or Gestapo points. Security should also be maintained at car parks in spite of the warning displayed for customers that cars are parked at owners' risks. A customer will not be happy in or with an organization where he/she lost valuables.
Partnering
The complexity and high cost of failure for a business has necessitated partnering in the production of goods or the rendering of services. A big and competent company may find it prudent to assist without a charge, a smaller and incompetent supplier to run its plant more efficiently. This may be to increase output, to reduce waste, and cost, or to maintain agreed quality output. Both businesses benefit in the short and long run.