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SERVQUAL: a tool to measure service quality

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  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.

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