Skip to main content

service quality dimensions

 

 

 

 service quality dimensions



1. reliability: reliability means that the company delivers on its promises - promises about delivery, service provision, problem resolutions and pricing.



2. tangibility: since services are intangible, customers derive their perception of service quality by comparing the tangible associated with these services provided . it is the appearance of the physical facilities , equipment , personnel and communication material.



3  responsiveness: it is willingness to help customers and provide prompt service. this dimension emphasize attentiveness and promptness in dealing with customers requests questions , complaint  and problems.


 

4. assurance: it means to inspire trust and confidence . assurance is defined as employees knowledge of courtesy and ability of the firm and its employees to inspire trust and confidence.



5. empathy: it means to provide caring individualized attention the firm provides its customers. in some countries, it is essential to provide individual attention to show to the customers that the company does

best to satisfy his needs.empathy is an additional plus that the trust and confidence of the customers and at the same time increase the loyalty.

Comments

Post a Comment

Popular posts from this blog

Value Analysis and Value Engineering

Value Analysis is a standardized, multi-skilled team approach which aims at ascertaining the lowest cost way and guaranteeing the highest worth to complete the functions of a product, process or service. Value analysis means to evaluate product functions and value-to-cost ratios, and to find opportunities for costs reduction. Value Engineering denotes to the design stage. This methodology is commonly used for new products, therefore the same principles and techniques to pre-manufacturing stages such as concept development, design and prototyping are applied. Image source: Learnpick.in To sum up, VA / VE is a systematic and systemic method to increase the value of an item, which can be a product, system, process, procedure, plan, machine, equipment , tool, service or working method. Function analysis is measure of VA as its purpose is to recognize product functions compared to cost and price; design and construction assessment is done through VE with the goal of excluding elements whic...

scaling techniques

  A Classification of Scaling techniques   SCALING TECHNIQUES ARE CLASSIFIED INTO TWO   Comparative   Non-comparative     Comparative scales  involve  the direct comparison of stimulus objects. Comparative scale data must be interpreted in relative terms and have only ordinal or rank order properties.   Under comparative they are four kind of techniques   1.paired  comparison   2.rank order   3.constant sum   4.q sort  and other  procedures     In non-comparative scales, each object is scaled independently of the others in the stimulus set. The resulting data are generally assumed to be interval or ratio scaled.   Under non comparative scales they are two kinds   1.continuous rating scales   2.itemized rating scales   Again,  under itemized scaling they are three kind   1.likert   2.semantic differential   3.stapel     Paired comparison ...

Research Design

    Research design:  classification The research the design may be classified into exploratory, descriptive and conclusive (cause and effect) Exploratory: Exploratory research design is commonly known as unstructured informal research.  It is done to know more information when the researcher doesn’t know much about the problem.  It is  qualitative. Result: tentative   Conclusive: Conclusive research design is a structured design and formal. Research is structured and formal.  Sample size is high. Data analysis is quantitative. Result: conclusive Explorative research is classified into two 1.       Direct 2.       Indirect   Direct they are two kinds 1.      Focus group interviews: non-structured and natural manner. Example: group discussion 2.     Depth interviews: non-structured Example: personal i...