7 Dimensions Of Service Quality

Through a survey you ask your customers to rate the delivered service compared to their expectations.

7 dimensions of service quality. Even though service quality research has progressed since 1990 when first published this book is still the fountainhead. Gronroos 1984b identified two service quality dimensions the technical aspect that is what service is provided and functional aspect and how the service is provided. 1 reliability 2 responsiveness 3 assurance 4 empathy and 5 tangibles. Reliability refers to the organizations ability to perform the service accurately and dependably.

The 5 dimensions defined. I referred to it in gap 5 roswell and i m using it here again. The dimension of service quality is listed below and table 15 1 gives example of how these are used by customers to evaluate service quality. The model enhances understanding of the concept of service quality.

The physical appearance of the facilities staff buildings etc e g. After extensive research zeithaml parasuraman and berry found five dimensions customers use when evaluating service quality. How clean is the waitress s apron. As an example a high quality product may get the reputation for being low quality based on poor service by installation or field technicians.

These dimensions are physical facilities people s behaviour elements and professional judgement. The service quality dimensions evaluated by servqual should be adjusted for optimal performance in different industries including public and private sector applications. Does the equipment appear modern. The service quality level lehtinen and lehtinen 1982.

The product or service may possess adequate or even superior dimensions of quality but still fall victim to negative customer or public perceptions. The ability to reproduce the. This is the most common method for measuring the subjective elements of service quality. Grönroos 1984 developed the first service quality model figure 1 and measured perceived service quality based on the test of qualitative methods.

Technical quality functional quality and corporate image were used in the model as the dimensions of service quality. 7 2 3 service quality the third chapter presented a review of the literature on service quality. Servqual scores are highly reliable but when used in different industries may fail to produce a clear delineation of the five basic dimensions. 2 2 service quality dimensions.