service quality & model

1. Service quality & model Presented by Ram Kumar Sharma M.B.A.3 rd sem.

3. Con… Performed by.. People, machine, people with machine Service is … an activity Deed, Performance Efforts. Directed at…. people and Business users Rendered by … profit, Non profit Service

5. Comparison b/w goods & service Customer driven standards Manu. system Tangible product Quality inspection Non Conforming Pro. Conforming pro. Marketing customer Quality outcome feedback

6. Con….. Service operations system Customer service Experience On elements Simulation production & Consumption. Service involve human element Efforts. Customer

7. Perceived quality Services:- Intangible attribute Customer’s Intangible expectations Perceived quality

8. Perceived service quality Expected service Perceived service Service Quality Dimensions Reliability Responsiveness Assurance Empathy Tangibles Service Quality Assessment 1. Expectations exceeded ES<PS (Quality surprise) 2. Expectations met ES~PS (Satisfactory quality) 3. Expectations not met ES>PS (Unacceptable quality ) W.O.M. Personal needs Past experience

10. SERVICE QUALITY MODEL SERVICE QUALITY MODEL WORD OF MOUTH COMMUNICATIONS PERSONAL NEEDS PAST EXPERIENCE PERCEIVED SERVICE SERVICE DELIVERY (INCLUDING PRE AND POST CONTACTS) EXTERNAL COMMUNİCATION TO CONSUMERS GAP 5 GAP 4 GAP 1 Expected service

11. SERVICE QUALITY MODEL-Cont’d EXPECTED SERVICE PERCEIVED SERVICE SERVICE DELIVERY (INCLUDING PRE AND POST CONTACTS) EXTERNAL COMMUNICATION TO CONSUMERS GAP 4 GAP 1 TRANSLATION OF PERCEPTIONS IN TO SERVICE QUALITY SPECIFICATIONS MANAGEMENT PERCEPTIONS OF CONSUMER EXPECTATIONS GAP 3 GAP 2 GAP 5

13. Service Quality Gap Model