Search icone
Search and publish your papers
Our Guarantee
We guarantee quality.
Find out more!

SERVQUAL: a tool to measure service quality

Or download with : a doc exchange

About the author

Level
Expert

About the document

Published date
Language
documents in English
Format
Word
Type
presentations
Pages
7 pages
Level
Expert
Accessed
0 times
Validated by
Committee Oboolo.com
0 Comment
Rate this document
  1. Overview of service quality.
    1. What is service?.
    2. What is service quality?.
    3. What is the difference between service quality and manufacturing quality?.
    4. How to measure service quality?.
  2. Servqual.
    1. How the scale was determined?.
  3. Other tools and theories about service quality.
    1. Gronroos' dimensions.
    2. Gummesson's dimensions.
    3. Content and form.

Services are unique performances between the buyers (customers) and the sellers (service or product providers). Companies which provide better quality can gain competitive advantage. The level of service quality is the difference between perceived service and the client's expectation. So we need a good method to evaluate service quality and the kind of service the customers expect. The level of service quality is the difference between perceived service and the client's expectation. So we need a good method to evaluate service quality and the kind of service the customers expect. We can measure service quality on five dimensions namely ? Tangibles, Reliability, Responsiveness, Assurance and Empathy. However, service quality is difficult when compared to manufacturing quality as service quality performance is difficult to define, measure and consistently execute.

Similar documents you may be interested in reading.

SERVQUAL: A tool to measure service quality

 Business & market   |  Logistics   |  Term papers   |  11/21/2006   |   .doc   |   7 pages

Are customer's management softwares and quality customer service key elements to gain customer's...

 Business & market   |  Management   |  Term papers   |  05/13/2009   |   .doc   |   24 pages

Recent documents in logistics category

The use of recycled materials in pavement construction

 Business & market   |  Logistics   |  Presentation   |  07/24/2015   |   .doc   |   2 pages

Logistics Process Services (LPS) Firm Report

 Business & market   |  Logistics   |  Case study   |  03/03/2015   |   .doc   |   5 pages