Service performance is a matter of making sure that the processes are performing according to the specifications and making sure that functional requirements are being met.
2. Service performance is a matter of making sure that the processes are performing
according to the specifications and making sure that functional requirements are
being met.
Service Performance
3. According to Philip B
Corsby, “Quality is
conformance to
requirements.”
Service Quality
4. Purpose of Service Quality
Profitability
Customer
Retantion
Customer
Satisfaction
Service
Performance
Increased
Market
Share
8. Reliability
Performing services right the
first time.
Providing services on time or
sooner.
Handling customers' service
problems in a consistent and
dependable way.
Keeping informed about when
services will be performed.
12. • Staff who are consistently welcoming and courteous to
customers.
• Staff who have the knowledge to answer customer questions
• Staff who are able instil confidence in customers by being
confident themselves.
• Making customers feel safe in their transactions with the
service
Assurance
14. Modern equipment and visually appealing facilities.
Well-presented products and take-ways as part of the service
offer.
Branded and visually appealing materials associated with the
service
Tangibles
16. Empathy
• Giving customers individual and engaged attention.
• Staff who deal with customers in a caring fashion.
• Having the customer’s best interest at heart and helping
them meet their objectives.
• Staff who get to understand the needs of their customers.
18. 1. Customer Gap
2. Knowledge Gap
3. Policy Gap
4. Delivery Gap
5. Communication Gap
GAP MODEL WAS ESTABLISHED 1985
19. Conclusion
o Service not only service oriented business.
o Blend of all dimensions, makes a perfect offering.
o Gap model as a tool to live up to customer expectation.