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Service Quality
Who is a customer..? ,[object Object],[object Object],[object Object]
Aspects of Service Quality ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Why Quality ? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Five principles of Quality Focus on Customer Do it Right Communicate & Educate Measure & Record Do it together
What is Service Quality? ,[object Object],[object Object],Service Expected – Service Received = Customer Satisfaction When, S.R > S.E = Service is of excellent quality S.R = S.E = Service is satisfactory S.R < S.E = Service is unsatisfactory
Quality is an attitude….. ,[object Object]
Common attitudinal blocks to Quality ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Dimensions of Service Quality Word of Mouth Personal Needs Past Needs Expected Service Perceived Service Reliability Assurance Empathy Responsiveness Tangible Quality Dimension Perceived Service Quality E.S >P.S ( Surprise ) E.S = P.S ( Satisfactory ) E.S<P.S (Poor Quality)
Reliability ,[object Object],[object Object]
Responsiveness ,[object Object],[object Object],[object Object]
Assurance ,[object Object],[object Object]
Empathy ,[object Object],[object Object]
Tangibles ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Service Quality v/s Product Quality ,[object Object],[object Object],[object Object]
How customers get influenced of “What to Expect”… ,[object Object],[object Object],[object Object]
How do customers asses your Service Quality? The case of contact and approachability Access Keeping customers informed in a language they know Communication Politeness, Respect, Friendliness Courtesy Trustworthiness, believability, honesty of service provider Credibility Understanding the customer – knowing his needs Possessing the required knowledge and skills to perform the service Competence Willingness o help customers and provide service Responsiveness Dependability & Accuracy Reliability Appearance of physical facilities, Equipment, Communication material Tangibles
Service Quality Model Word of Mouth Personal Needs Past Experience Expected Service Perceived Service Delivering the Service Service Quality Specification Management Perception of Customer Expectation External Communication to Customers Gap 3 Gap 4 Gap 1 Gap 5 Gap 2
GAP – 1 Causes ,[object Object],[object Object],[object Object],[object Object],[object Object]
Market Research ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Inadequate Upward Communication ,[object Object],[object Object],[object Object]
Too many levels ,[object Object],[object Object]
Remedies to close GAP – 1 ,[object Object],[object Object],[object Object],[object Object]
GAP – 2 Causes ,[object Object],[object Object],[object Object],[object Object]
Lack of Commitment ,[object Object],[object Object],[object Object]
Perception of Infeasibility ,[object Object],[object Object],[object Object]
Absence of Goal Setting ,[object Object],[object Object],[object Object]
Remedies to close GAP – 2 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Contd… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
GAP – 3 Causes ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Role Ambiguity ,[object Object],[object Object],[object Object],[object Object]
Role Conflict ,[object Object],[object Object],[object Object],[object Object]
Job Fit ,[object Object],[object Object],[object Object],[object Object]
Inappropriate Supervisory Control System ,[object Object],[object Object],[object Object],[object Object]
Lack of Perceived Control ,[object Object],[object Object],[object Object]
Lack of Team Work ,[object Object],[object Object],[object Object],[object Object]
Remedies to close GAP – 3 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
GAP – 4 Causes ,[object Object],[object Object],[object Object],[object Object]
Inadequate Horizontal Communication ,[object Object],[object Object],[object Object],[object Object]
Over Promising ,[object Object],[object Object],[object Object]
 
 

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  • 5. Five principles of Quality Focus on Customer Do it Right Communicate & Educate Measure & Record Do it together
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  • 9. Dimensions of Service Quality Word of Mouth Personal Needs Past Needs Expected Service Perceived Service Reliability Assurance Empathy Responsiveness Tangible Quality Dimension Perceived Service Quality E.S >P.S ( Surprise ) E.S = P.S ( Satisfactory ) E.S<P.S (Poor Quality)
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  • 17. How do customers asses your Service Quality? The case of contact and approachability Access Keeping customers informed in a language they know Communication Politeness, Respect, Friendliness Courtesy Trustworthiness, believability, honesty of service provider Credibility Understanding the customer – knowing his needs Possessing the required knowledge and skills to perform the service Competence Willingness o help customers and provide service Responsiveness Dependability & Accuracy Reliability Appearance of physical facilities, Equipment, Communication material Tangibles
  • 18. Service Quality Model Word of Mouth Personal Needs Past Experience Expected Service Perceived Service Delivering the Service Service Quality Specification Management Perception of Customer Expectation External Communication to Customers Gap 3 Gap 4 Gap 1 Gap 5 Gap 2
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