P R E S E N T E D B Y D A Y O A D E W O Y E
Dimensions of Service Quality
Background: A Study
SERVQUAL was developed in the 1980s by some Amercan scholars: A.
Parasuraman, V.A. Zeithaml, and L.L. Berry. It was developed as a tool for
measuring service quality by comparing customers perception of the service
delivered with their desired expectations.
When expectations are not met, the service is deemed unacceptable. When
perception is in line with expectation, the service quality is satisfactory.
However, the service is rated as exceptional when the perception exceeds
The study observed that customers measure the quality of service received
along five areas or dimensions: Responsiveness, Reliability, Assurance,
The ability to provide what was promised dependably and
This dimension is a measure of how reliable our customers
perceive us to be. Can they trust us to deliver on our brand
•Deal honestly with enrollees.
•Ensure data is correctly entered on identification cards and on
•Maintain good relationship with providers to ensure smooth
access to care for enrollees
Physical appearance of personnel, facilities and equipment
•Maintain clear and friendly tone of voice over the phone
•Design and appearance of email
•Dressing and presentation of front desk representative, as
well as appearance of reception area