Defining and measuring service quality Flashcards
1
Q
What are the 5 dimensions of Servqual
A
1) Tangibles
2) Reliability
3) Responsiveness
4) Assurance
5) Empathy
2
Q
What are the 4 service quality gaps?
A
Knowledge
Standards
Delivery
Communication
3
Q
What are the two components of the service quality information system?
A
Customer (after-sales surveys, complaints, focus groups)
Non-customer (total market and staff surveys, mystery shopping)
4
Q
What is the Zone of tolerance?
A
the difference between a consumer’s desired and just adequate (minimum tolerable) expectations
5
Q
How is Sevqual measured?
A
Actual state of organisation v’s ideal state
