Service Quality & Model

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service quality & model

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  • Goods manufacturing cycle
  • Service Quality & Model

    1. 1. Service quality & model Presented by Ram Kumar Sharma M.B.A.3 rd sem.
    2. 2. Definition of service <ul><li>Berry define service as act, deeds, & performance. </li></ul><ul><li>AMA define service as activities, benefits or satisfaction that are offered for sale, or provided in connection with the sale of goods. </li></ul>
    3. 3. Con… Performed by.. People, machine, people with machine Service is … an activity Deed, Performance Efforts. Directed at…. people and Business users Rendered by … profit, Non profit Service
    4. 4. What is quality <ul><li>In the words of crobsy:- Quality is conformance to requirements </li></ul><ul><li>ASQC Define:- Quality is the totality of features and characteristics of a product, or service that bear on it’s ability to satisfy stated or implied needs. </li></ul><ul><li>Fully satisfy customer requirements at the lower cost. </li></ul>
    5. 5. Comparison b/w goods & service Customer driven standards Manu. system Tangible product Quality inspection Non Conforming Pro. Conforming pro. Marketing customer Quality outcome feedback
    6. 6. Con….. Service operations system Customer service Experience On elements Simulation production & Consumption. Service involve human element Efforts. Customer
    7. 7. Perceived quality Services:- Intangible attribute Customer’s Intangible expectations Perceived quality
    8. 8. Perceived service quality Expected service Perceived service Service Quality Dimensions Reliability Responsiveness Assurance Empathy Tangibles Service Quality Assessment 1. Expectations exceeded ES<PS (Quality surprise) 2. Expectations met ES~PS (Satisfactory quality) 3. Expectations not met ES>PS (Unacceptable quality ) W.O.M. Personal needs Past experience
    9. 9. Dimension of quality <ul><li>Parasuraman and others found ten general dimension of quality---- </li></ul><ul><li>Reliability </li></ul><ul><li>Responsiveness </li></ul><ul><li>Competence </li></ul><ul><li>Credibility </li></ul><ul><li>Courtesy </li></ul><ul><li>Access </li></ul><ul><li>Communication </li></ul><ul><li>Security </li></ul><ul><li>tangibles </li></ul>
    10. 10. SERVICE QUALITY MODEL SERVICE QUALITY MODEL WORD OF MOUTH COMMUNICATIONS PERSONAL NEEDS PAST EXPERIENCE PERCEIVED SERVICE SERVICE DELIVERY (INCLUDING PRE AND POST CONTACTS) EXTERNAL COMMUNİCATION TO CONSUMERS GAP 5 GAP 4 GAP 1 Expected service
    11. 11. SERVICE QUALITY MODEL-Cont’d EXPECTED SERVICE PERCEIVED SERVICE SERVICE DELIVERY (INCLUDING PRE AND POST CONTACTS) EXTERNAL COMMUNICATION TO CONSUMERS GAP 4 GAP 1 TRANSLATION OF PERCEPTIONS IN TO SERVICE QUALITY SPECIFICATIONS MANAGEMENT PERCEPTIONS OF CONSUMER EXPECTATIONS GAP 3 GAP 2 GAP 5
    12. 12. THE GAPS MODEL OF SERVICE QUALITY <ul><li>GAP 1: NOT Knowing what customers expect </li></ul><ul><li>GAP 2:The wrong service quality standards </li></ul><ul><li>GAP 3: The Service Performance Gap </li></ul><ul><li>GAP 4: When promises do not match delivery </li></ul><ul><li>GAP 5: Expected Service-perceived Service Gap </li></ul>
    13. 13. Service Quality Gap Model

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