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Service Quality & Model
 

Service Quality & Model

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service quality & model

service quality & model

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  • Goods manufacturing cycle

Service Quality & Model Service Quality & Model Presentation Transcript

  • Service quality & model Presented by Ram Kumar Sharma M.B.A.3 rd sem.
  • Definition of service
    • Berry define service as act, deeds, & performance.
    • AMA define service as activities, benefits or satisfaction that are offered for sale, or provided in connection with the sale of goods.
  • 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
  • What is quality
    • In the words of crobsy:- Quality is conformance to requirements
    • 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.
    • Fully satisfy customer requirements at the lower cost.
  • Comparison b/w goods & service Customer driven standards Manu. system Tangible product Quality inspection Non Conforming Pro. Conforming pro. Marketing customer Quality outcome feedback
  • Con….. Service operations system Customer service Experience On elements Simulation production & Consumption. Service involve human element Efforts. Customer
  • Perceived quality Services:- Intangible attribute Customer’s Intangible expectations Perceived quality
  • 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
  • Dimension of quality
    • Parasuraman and others found ten general dimension of quality----
    • Reliability
    • Responsiveness
    • Competence
    • Credibility
    • Courtesy
    • Access
    • Communication
    • Security
    • tangibles
  • 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
  • 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
  • THE GAPS MODEL OF SERVICE QUALITY
    • GAP 1: NOT Knowing what customers expect
    • GAP 2:The wrong service quality standards
    • GAP 3: The Service Performance Gap
    • GAP 4: When promises do not match delivery
    • GAP 5: Expected Service-perceived Service Gap
  • Service Quality Gap Model