A Systematic Elicitation of the Product Service System (PSS) Based On the Service Quality Metrics SERVQUAL and Implementation of Knowledge Management System

Product Service System (PSS) is a developing field of examination in in industry practices in todays’ global economy, which significantly affect both production and utilization of resources. In order to enable the applicability of a product service system in an industry. It is important to assess the system using a metrics SERVQUAL model, which characterizes the quality as difference between the customer’s expectation and perception. And a complex examination device intended to gauge quality by catching the hope affirmation worldview which proposes the customers saw nature of how well a given conveyance measures up to their assumptions of that conveyance. This study analysis the adoption of KMS approach, significantly enhances the employee’s knowledge on tangibility and reliability thus influences the customer’s perceptions and expectations of the quality. The findings of the study revealed that KMS approach served as a facilitated tool for sharing and utilizing knowledge in different organizations.

Keywords:

Product Service System , tangibility , reliability , knowledge management system , customer’s expectation , customer’s perception.