Assessing The Service Quality

Service firms like other organizations are
realizing the significance of customer-centered
philosophies and are turning to quality management
approaches to help managing their businesses. This
paper has started with the concept of service quality
and has demonstrated the model of service quality
gaps. SERVQUAL as an effective approach has been
studied and its role in the analysis of the difference
between customer expectations and perceptions has
been highlighted with support of an example.
Outcomes of the study outline the fact that although
SERQUAL could close one of the important service
quality gaps associated with external customer
services, it could be extended to close other major
gaps and therefore, it could be developed in order to
be applied for internal customers, i.e. employees and
service providers.

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Wed, 13/04/2011 - 10:22