Model of service quality - customer satisfaction, Operation Management

Model of Service Quality - Customer Satisfaction

Gap 1 

Occurs due to management's lack of a clear understanding about how customers determine their expectations on the basis of input sources such as advertising, past experience of the service and its competitors, personal needs and word of mouth information from friends, work associates and family.

Gap 2 

Management may accept constraints such as peak demand fluctuations and staffing inflexibility which affect service quality standards and in turn affects the ability of the service system deliver to customer expectations. 

Gap 3 

Even if service standards or guidelines are stated clearly and understood by staff, this is not a guarantee of services well delivered and customers treated correctly. Employees performance cannot be standardised. 

Gap 4 

Advertising and other communications can affect customer expectations. If expectations are sensitised then the outcome of the comparison with perceptions may be more acute. Firms must be cautious not to promise too much if it cannot be delivered. 

Gap 5 

Depends on the extent of the other four gaps which are associated with the delivery of the service

 

369_model of service quality.png

Posted Date: 3/18/2013 3:32:32 AM | Location : United States







Related Discussions:- Model of service quality - customer satisfaction, Assignment Help, Ask Question on Model of service quality - customer satisfaction, Get Answer, Expert's Help, Model of service quality - customer satisfaction Discussions

Write discussion on Model of service quality - customer satisfaction
Your posts are moderated
Related Questions
Read the Location Selection through Integrated Systems Management article. Define Integrated Systems Management in your own words and discuss the application of the 3 stages of fac

Q. What are the various managing inventory tools? Raw material Materials and elements used to assemble or manufacture finished goods. Work-in-progress Incomplete f

ABC Co manufactures a subcomponent at the rate of 400 per day when required. Its annual demand for this item is 50000 unites. Assume 250 working days per year. Holding cost is $10

Select a company of your choice. What has been their global competitive advantage (either successful or not)? If not, what would be your suggestion to this company if you were hire

What are the primary external organizational considerations for the development of a strategic plan? Which consideration is the most important? Why?

Question 1: (a) Describe the various stages in team development. (b) What are the characteristics of an effective work team? Question 2: (a) Define Leadership. (b)

What key technological features of SAP set it apart from conventional business accounting/planning/control software?

(Shillings) You are traveling abroad and have only American dollars with you. You are currently in the capital but you will soon be heading out to a small town for an extended sta

The first step in segmenting and targeting markets is to recognize a need. group potential buyers into segments. create product groupings. estimate size of the overall

What are the disadvantages of periodic systems for controlling inventory? The disadvantages of periodic while compared to continuous systems for controlling inventory are as fo