Service quality model, Business Management

One of the best models on service quality has been presented by three persons viz. Valerie A. Zeithaml A. Parasuraman and Leonard L . Beery.

The gaps that are shown in figure below indicate the key discrepancies between the firms perceptions and actions and the customers expectations. These gaps need to be closed in order to improve the service quality. Given below is an explanation about these gaps:

Gap: this gap depicts that the managements perceptions of customers expectations are different from what the customer actually expects. This could happen due to:

a. Insufficient market research or inadequate use of the available market research information.

b. Inadequate interaction with the customers.

c. Communication gaps within the organization due to various reasons for example, too many levels of management.

Gap ) this gap represents the extent to which the service quality standards have gone wrong. This can happen because of

a. Inadequate task standardization.

b. Absence of goal setting.

c. Inadequate management commitment to service quality

Posted Date: 3/26/2013 6:49:02 AM | Location : United States







Related Discussions:- Service quality model, Assignment Help, Ask Question on Service quality model, Get Answer, Expert's Help, Service quality model Discussions

Write discussion on Service quality model
Your posts are moderated
Related Questions
QUESTION Motivated people are those who have made a conscious decision to devote considerable effort to achieving something that they value. What they value will differ greatly

What are the types of different barriers to successful communication? Various barriers to successful communication are as illustrated here: a. More levels within the organis


What are the types of Entrepreneur on the basis of Personality Traits? Classifications onto the basis of Personality Traits as well as their style of running the business are a

Question 1 Explain any five architectural components of CRM solution Question 2 Explain the different wireless technologies Question 3 Explain the meaning of Elect

What are the functions of the upper middle management? Upper middle management: This includes Sales executive (Manager), Finance executive, Production executive and R and

How is the matrix organisation created? Matrix organization is created through merging (as two complementary structures, as like) pure project organization and also functional

Is leadership essential to the development of ethical decision making in modern organisations?

The important functions of maintenance can be stated as follows: 1. To develop maintenance policies procedures and standards for the organization. 2. To schedule planne

What kinds of problems can emerge if a firm doesn’t communicate with environmentalists, the news media, and the local community? Why? Do you know of any firms that aren’t responsiv