Service Quality Chapter 6. Dimensions of Service Quality  Reliability  Responsiveness  Assurance  Empathy  Tangibles.

Slides:



Advertisements
Similar presentations
Service Quality Chapter 8.
Advertisements

Services: Design and Quality Chapter 5. Distinctive Characteristics of Services Customer participation Simultaneity Perishability Intangibility Heterogeneity.
Service Quality.
Four things customers want Reliability Responsiveness Assurance Empathy Source: Marketing Science Institute.
Chapter 06 Service Quality
Learning Objectives Chapter 11: People: Services and Service Quality
Quality.
5 Chapter Customer Perceptions of Service  Customer Perceptions  Customer Satisfaction  Service Quality  Service Encounters: The Building Blocks for.
5-1 Customer Perceptions of Service  Customer Perceptions  Customer Satisfaction  Service Quality  Service Encounters: The Building Blocks for Customer.
McGraw-Hill © 2000 The McGraw-Hill Companies 1 S M S M McGraw-Hill © 2000 The McGraw-Hill Companies Chapter 4 CUSTOMER PERCEPTIONS OF SERVICE.
Customer Satisfaction in the Public Administration.
Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin 6 Service Quality.
Service Quality. Quality ‘There is no limit to the quality that can be produced, even in the most menial job’ Dave Thomas quoted in D Bone and R Griggs,
Service Quality.
1 Service Quality. 2 What is service quality? u Q is conformance to specifications u Q is the degree to which customer expectations are satisfied u Q.
Service Quality MD854 Management of Service Operations Professor Joy Field.
1 Developing and Measuring CRM. 2 Outline  Developing and Implementing CRM  Customer satisfaction –The value of measuring Customer satisfaction –Objective.
Service Quality FM : Anis Gunawan,MM
Making the difference: Customer service in today’s university Sarah Willard 1 May 2008.
Chapter 06 Service Quality McGraw-Hill/Irwin Service Management: Operations, Strategy, and Information Technology, 6e Copyright © 2008 by The McGraw-Hill.
Moments of Truth Each customer contact is called a moment of truth. You have the ability to either satisfy or dissatisfy them when you contact them. A.
Managing Quality 1. Quality Back in 1964 a Justice of the US Supreme Court, Potter Stewart, wrote in an opinion something to the effect that obscene was.
Service Quality.
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson Learning TM 1 Chapter 4 Focusing on Customers.
The History and Future of Service Quality Assessment: Connecting customer needs and expectations to business processes Grapentine, T., Marketing Research,
McGraw-Hill/Irwin Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved.
Slide 5.1 Chapter 5 Focusing on Customers. Session Overview n Importance of Customer Satisfaction n Creating Satisfied Customers n Practices of Successful.
Quality Management Lecture 2. Quality of Services.
ISM 270 Service Engineering and Management Lecture 4: Service Quality.
Customer Perceptions of Quality and Customer Satisfaction
Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin SCHOOL OF MANAGEMENT SEMESTER /2013 AMW342 SERVICES MARKETING.
Dimensions of Service Quality
5-1 Customer Perceptions of Service  Customer Perceptions  Customer Satisfaction  Service Quality  Service Encounters: The Building Blocks for Customer.
5-1 Customer Perceptions of Service  Customer Perceptions  Customer Satisfaction  Service Quality  Service Encounters: The Building Blocks for Customer.
UNDERSTANDING CUSTOMER REQUIREMENTS
Slack, Chambers and Johnston, Operations Management 5 th Edition © Nigel Slack, Stuart Chambers, and Robert Johnston 2007 Chapter 17 Quality planning and.
McGraw-Hill/Irwin ©2003. The McGraw-Hill Companies. All Rights Reserved Chapter 4 Customer Perceptions of Service Customer Perceptions Service Quality.
The Quality of Service in Nursing Homes Prof.Dr.Mustafa ARSLAN Dr.Ali KUZU Vocational School of Health Services Sakarya University - TURKEY May 30, 2012.
By: A. Parasuraman Valarie A. Zeithaml Leonard L. Berry
Chapter 06 Service Quality McGraw-Hill/Irwin Service Management: Operations, Strategy, and Information Technology, 6e Copyright © 2008 by The McGraw-Hill.
Service Quality. Learning Objectives  Describe the five dimensions of service quality.  Use the service quality gap model to diagnose quality problems.
© 2006 The McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill/Irwin.
P a g e | 1 Customer Satisfaction and Retention Strategies Dr. Ajay K. Sirsi
13-1 CHAPTER SERVICES: THE INTANGIBLE PRODUCT 13.
PRODUCT AND CUSTOMER SERVICE STRATEGIES Spring, 1999.
Customer perception Perception means to take information about the enviournment.is called perception. (For example when a customer purchase the product.
Quality Systems PG Diploma in Hospitality Management
5-1 The Customer Gap. 5-2 The Customer Gap What a customer believes should or will happen Subjective assessments of actual service experiences (reality.
Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall Chapter 1 Differing Perspectives on Quality.
The Basis of the Servqual Model The Gaps The Key Service Dimensions Causes & Solutions to Gaps.
ENTREPRENEURSHIP Lecture No: 28 Resource Person: Malik Jawad Saboor Assistant Professor Department of Management Sciences COMSATS Institute of Information.
Preston & Sarah Gap Analysis.
5-1 Customer Perceptions of Service  Customer Perceptions  Customer Satisfaction  Service Quality  Service Encounters: The Building Blocks for Customer.
Research Services, MSGCS1 MEASURING CUSTOMER SERVICE QUALITY.
Service Quality Orientation of Management Employee Satisfaction Employee Retention Customer Satisfaction Delivery of Service Quality Customer Retention.
1. Agenda What Is GAP Analysis? Why GAP Analysis is used ? Basic Process of GAP analysis. 2.
13-1 Copyright © 2016 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin SERVICE QUALITY Chapter 6.
The Servqual Model SERVICE QUALITY.
1. SERVICE QUALITY Presented by: Faisal Hayat and Muhammad Zia R.#: 01, 04 BS.c (Hons.) Food Science & Technology Institute Of Food Science & Nutrition.
Course Name: Principles of Marketing Code: MRK 152 Chapter: Six Services Building Customer Value.
Hospitality Services. Definition of Service A service is an activity or series of activities of more or less intangible nature that normally, but not.
Delivering Service Quality and Guaranteeing Services.
STRATEGIC LOGISTICS MANAGEMENT AYSU GÖÇER LOG 404.
Chapter 06 Service Quality
Chapter 13 DEFINING AND MEASURING SERVICE QUALITY
Service Quality 6 McGraw-Hill/Irwin
What is Service Quality
Managing Markets Strategically
Moments of Truth Each customer contact is called a moment of truth.
Presentation transcript:

Service Quality Chapter 6

Dimensions of Service Quality  Reliability  Responsiveness  Assurance  Empathy  Tangibles

Reliability  Service is accomplished: On time In the same manner (consistently) Without errors

Responsiveness  Willingness of employees to help customers and to provide prompt service

Assurance  Knowledge and courtesy of employee  Ability of the employee to convey trust and confidence

Empathy  Provision of caring and individualized attention to the customer

Tangibles  Appearance of the physical facility  Appearance of employees  Appearance of communication materials

Service Quality  For services, the assessment of quality is made during the service delivery process.  Customer satisfaction can be measured as the difference between the customer’s service expectation and the service actually received.

Gaps in Service Quality  Measuring the gap between expected service and perceived service is a routine customer feedback process practiced by many companies

Service Quality Gap Model

SERVQUAL Instrument  Developed by Uttarayan Bagchi at University of Texas at Austin  Measures the five dimensions of service quality  How it works: Customer expectations are measured Customer perceptions are measured Difference is calculated

Designing Quality into A Service  Taguchi Methods  Poka-Yoke (Failsafing)  Quality Function deployment  Benchmarking

Walk-Through Audit (WtA)  A process-oriented survey given to customers and managers to evaluate the perception of the customer service experience

Identifying GAPS with WtA

Achieving Service Quality  Cost of Quality  Service Process Control  Statistical Process Control  Unconditional Service Guarantee

Cost of Quality  Insuring quality in a service delivery system may seem costly, but it is more costly to ignore quality  Prevention of poor quality is less costly than fixing problems that result because of poor quality

Service Process Control  To control service quality, a feedback control system is used A standard is developed Service delivery is compared to the standard Deviations from the standard are analyzed and improvements in service delivery are made

Statistical Process Control  See handout

Unconditional Service Guarantee  Unconditional  Easy to understand and communicate  Meaningful  Easy to invoke  Easy to collect

Service Recovery  Case-by-case approach  Systematic-response approach  Early intervention approach  Substitute service recovery

Feedback: Privacy Policy Feedback
Do Not Sell My Personal Information
About project: SlidePlayer Terms of Service

© 2024 SlidePlayer.com Inc. All rights reserved.