Service quality
1 / 20

Service Quality - PowerPoint PPT Presentation

  • Uploaded on

Service Quality. Chapter 6. Dimensions of Service Quality. Reliability Responsiveness Assurance Empathy Tangibles. Reliability. Service is accomplished: On time In the same manner (consistently) Without errors. Responsiveness.

I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
Download Presentation

PowerPoint Slideshow about ' Service Quality ' - hunter-stark

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.

- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript

Dimensions of service quality
Dimensions of Service Quality

  • Reliability

  • Responsiveness

  • Assurance

  • Empathy

  • Tangibles


  • Service is accomplished:

    • On time

    • In the same manner (consistently)

    • Without errors


  • Willingness of employees to help customers and to provide prompt service


  • Knowledge and courtesy of employee

  • Ability of the employee to convey trust and confidence


  • Provision of caring and individualized attention to the customer


  • Appearance of the physical facility

  • Appearance of employees

  • Appearance of communication materials

Service quality1
Service Quality

  • For services, the assessment of quality is made during the service delivery process.

  • Customer satisfaction can be measured as the difference between the customer’s service expectation and the service actually received.

Gaps in service quality
Gaps in Service Quality

  • Measuring the gap between expected service and perceived service is a routine customer feedback process practiced by many companies

Servqual instrument
SERVQUAL Instrument

  • Developed by Uttarayan Bagchi at University of Texas at Austin

  • Measures the five dimensions of service quality

  • How it works:

    • Customer expectations are measured

    • Customer perceptions are measured

    • Difference is calculated

Designing quality into a service
Designing Quality into A Service

  • Taguchi Methods

  • Poka-Yoke (Failsafing)

  • Quality Function deployment

  • Benchmarking

Walk through audit wta
Walk-Through Audit (WtA)

  • A process-oriented survey given to customers and managers to evaluate the perception of the customer service experience

Achieving service quality
Achieving Service Quality

  • Cost of Quality

  • Service Process Control

  • Statistical Process Control

  • Unconditional Service Guarantee

Cost of quality
Cost of Quality

  • Insuring quality in a service delivery system may seem costly, but it is more costly to ignore quality

  • Prevention of poor quality is less costly than fixing problems that result because of poor quality

Service process control
Service Process Control

  • To control service quality, a feedback control system is used

    • A standard is developed

    • Service delivery is compared to the standard

    • Deviations from the standard are analyzed and improvements in service delivery are made

Unconditional service guarantee
Unconditional Service Guarantee

  • Unconditional

  • Easy to understand and communicate

  • Meaningful

  • Easy to invoke

  • Easy to collect

Service recovery
Service Recovery

  • Case-by-case approach

  • Systematic-response approach

  • Early intervention approach

  • Substitute service recovery