Professional Documents
Culture Documents
SERVQUAL
Model
Introduction
Scale
Reliability
Assurance
Tangibles
Empathy
Responsiveness
1.
2.
3.
4.
5.
Management
Perceptions
of Customer
Expectations
Expected
Service
Service
Quality
Specifications
Service design and performance standards are prerequisites for bridging this gap.
Management
Perceptions
of Customer
Expectations
Service
Delivery
Service
Quality
Specifications
Gap 4
Service
Delivery
External
Communications
to Customers
Expected
Service
Perceived
Service
Causes:
Causes:
Definitions
Measures
Customers expectations
versus management
perceptions
Management perceptions
versus service specifications
Managers need to make sure the organization is defining the level of service they
believe is needed.
E.g.: XYZ Events Ltd could have offered pre-set wedding packages at different prices
with different services set.
Managers need to audit the customer experience that their organization currently
delivers in order to make sure it lives up to the expected level.
E,g.: XYZ Events Ltd needs to ask customers to give their post experience feedbacks
Application of all the above measures to make sure the service delivered meets the
expectations of the customer
Criticisms to SERVQUAL
Advantages of
SERVQUAL
Enables
assessing
service
quality from the customers
perspective
We
can
track
customer
expectations and perceptions
over time, together with the
discrepancies between them
e.g.
other
departments or services we
deal with.
Disadvantages of
SERVQUAL
service
Methodology of SERVQUAL
Uses of SERVQUAL
Applications of SERVQUAL
Airline catering
Conclusions