The document discusses the critical importance of service quality for businesses, emphasizing its impact on customer satisfaction, business success, and competitive advantage. It outlines key dimensions of service quality, such as reliability and responsiveness, and methods for measuring it, including surveys and performance metrics. The text highlights the need for continuous improvement in service quality to meet changing customer expectations and leverage technology effectively.

1. SERVICE QUALITY
Dr. K. Meenakshi,
Associate Professor,
AMET Business School,
AMET University

2. INTRODUCTION TO SERVICE QUALITY
“Services” was defined with regard to the inherent characteristics of the particular
service and “Quality” was defined by making use of predominantly a user-based
approach.
It is also evident from the previous chapter that service quality is a complex and
ephemeral concept.
It is recognized by businesses that improving service quality is an essential
strategy for success and survival in today’s competitive economic environment.

3. SERVICE QUALITY
Service quality is crucial for businesses in today's competitive landscape. It
refers to the overall experience a customer has with a service, encompassing all
aspects from initial contact to resolution.

4. IMPORTANCE OF SERVICE QUALITY
Customer Satisfaction
• High service quality leads to satisfied customers who are more likely to return for future purchases and
recommend the service to others.
Business Success
• Service quality is essential for business success, as it drives customer loyalty, profitability, and brand
reputation.
Competitive Advantage
• In a highly competitive market, exceptional service quality can differentiate businesses from their rivals and
attract customers.

5. DIMENSIONS OF SERVICE QUALITY
Reliability
• The
consistency
and
dependabilit
y of service
delivery.
Responsiveness
• The
willingness
and ability to
provide
prompt and
helpful
service.
Assurance
• The
knowledge
and courtesy
of service
providers,
inspiring
confidence in
their abilities.
Empathy
• The ability of
service
providers to
understand
and care
about
customers'
needs.

6. MEASURING SERVICE QUALITY
Surveys
• Customer surveys, both online and offline,
can gather direct feedback on specific
aspects of service quality.
Performance Metrics
• Tracking key performance indicators,
such as average response time,
resolution rates, and customer
satisfaction scores, can provide insights
into service quality.

7. CUSTOMER EXPECTATIONS AND
PERCEPTIONS
Expectations
• Customer expectations are shaped by past experiences, word-of-mouth,
marketing, and industry standards.
Service Encounter
• The actual service encounter shapes customer perceptions, which may
align with or deviate from their expectations.
Perceptions
• Customer perceptions are their subjective assessments of the service
experience based on their expectations and the actual encounter.

8. SERVICE QUALITY GAPS

12. TECHNOLOGY AND SERVICE QUALITY
•Provides real-time customer
support, enhancing responsiveness
and convenience.
Live Chat
•Offer customers access to
information, FAQs, and
troubleshooting resources.
Self-Service Portals
•Enable customers to access services
and communicate with businesses
on their mobile devices.
Mobile Apps

13. CONTINUOUS IMPROVEMENT IN SERVICE QUALITY
Service quality is not a static concept. Continuous improvement is
crucial to ensure that businesses adapt to evolving customer expectations,
market trends, and technological advancements.

14. Thank You