2. What is Service Quality
Service quality is a focused evaluation that reflects the customer's perception of specific dimensions of service. It is an assessment of how well a delivered service conforms to the client's expectations. Types:
Traditional service quality
Electronics service quality
Stems from a comparison of what customers feel a company should offer (i.e., their expectations) with the company’s actual service performance. It is measured along 5 parameters namely
Reliability: Ability to perform the promised service dependably and accurately
Responsiveness: Willingness to help customers and provide prompt service
Assurance: Knowledge and courtesy of employees and their ability to convey trust and confidence
Empathy: Caring, individualized attention the firm provides its customers
Tangibles: Appearance of physical facilities, equipment, personnel, and communication materials

3. How is Service Quality different from product quality?
Parameters
Service Quality
Product Quality
Definition
Its a direct interaction between customer and the service provider
Organizations ability to produce low cost products at high volume and to the degree that the products meets specification
Measures
Skills necessary
Communication
Does enough to understand customer needs
Polite & Respectful
Attitude and expertise
Physical dimensions- Measures length, width
Performance- Measures how well it works
Dimensions
Reliability
Responsiveness
Assurance
Empathy
-Number of defects per unit produced
-number of products returned
-warranty claims
Quality award won

4. SERVQUAL SCALE
SERVQUAL is a multi-dimensional research instrument, designed to capture consumer expectations and perceptions of a service along the five dimensions that are believed to represent service quality.
The dimensions of the scale are:-
Tangibles- The appearance of physical facilities, equipment, personnel and communications materials
Reliability-The ability to perform the promised service dependably and accurately.
Responsiveness-The willingness of a company and its employees to help customers and provide prompt service.
Assurance-The knowledge and courtesy demonstrated by employees, and their ability to inspire trust and confidence.
Empathy-The caring, individualized attention that firm provides its customers.
The servqual scale is a questionnaire that illuminates the gaps between what the customer expects and what they actually perceive about a given company. Gaps scores are determined by subtracting customers’ expectations ratings from their perception ratings on a 22 item scale. This serves to quantify the expectation/perception gap along five broad dimensions, which are applicable to any industry.

6. Expectations-Disconfirmation Paradigm
Expectation confirmation theory is a cognitive theory which seeks to explain post-purchase or post-adoption satisfaction as a function of expectations, perceived performance, and disconfirmation of beliefs.
Theoretical Constructs:
Expectations- Extent to which the customer is satisfied
Perceived performance
Disconfirmation of beliefs
Customer satisfaction

7. SERVQUAL v/s E-SERQUAL
Definition
Its a direct interaction between customer and the service provider
Extent to which a website facilitates efficient and effective shopping, purchasing, and delivery.
Secondary Definition
Difference between the perceived performance and the perceived Expectations of the service
SQ= P-E
the beginning to the end of the transaction including information search, website navigation, order, customer service interactions, delivery, and satisfaction with the ordered product
Dimensions
Reliability
Responsiveness
Assurance
Empathy
Website design fulfillment
customer service
security
privacy

8. Thank You