service quality l.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
Service Quality PowerPoint Presentation
Download Presentation
Service Quality

Loading in 2 Seconds...

play fullscreen
1 / 20

Service Quality - PowerPoint PPT Presentation


  • 350 Views
  • Updated 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.

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

Service Quality


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
    1. Service Quality Chapter 6

    2. Dimensions of Service Quality • Reliability • Responsiveness • Assurance • Empathy • Tangibles

    3. Reliability • Service is accomplished: • On time • In the same manner (consistently) • Without errors

    4. Responsiveness • Willingness of employees to help customers and to provide prompt service

    5. Assurance • Knowledge and courtesy of employee • Ability of the employee to convey trust and confidence

    6. Empathy • Provision of caring and individualized attention to the customer

    7. Tangibles • Appearance of the physical facility • Appearance of employees • Appearance of communication materials

    8. 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.

    9. Gaps in Service Quality • Measuring the gap between expected service and perceived service is a routine customer feedback process practiced by many companies

    10. Service Quality Gap Model

    11. 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

    12. Designing Quality into A Service • Taguchi Methods • Poka-Yoke (Failsafing) • Quality Function deployment • Benchmarking

    13. Walk-Through Audit (WtA) • A process-oriented survey given to customers and managers to evaluate the perception of the customer service experience

    14. Identifying GAPS with WtA

    15. Achieving Service Quality • Cost of Quality • Service Process Control • Statistical Process Control • Unconditional Service Guarantee

    16. 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

    17. 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

    18. Statistical Process Control • See handout

    19. Unconditional Service Guarantee • Unconditional • Easy to understand and communicate • Meaningful • Easy to invoke • Easy to collect

    20. Service Recovery • Case-by-case approach • Systematic-response approach • Early intervention approach • Substitute service recovery