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
a) Mission statement refers to the avowal of an organisation's overall purpose, such as Nokia's "Connecting people..." It outlines the basis for setting the objectives of a busin

QUESTION 1. The University of Technology set up in year 2000 in Mauritius operates three schools around twenty different programmes at Certificates, Diploma and Post-Graduate l

Shaping Culture and Values Commerce Bank is one of the fastest growing banks in the United States-but it's also one of the goofiest places of business you're likely to find. C

explain the generic framework of ecommerce with diagram

relation to material management of the concept and its contribution explen economic order quantity

How does Costco get its products? Also is there discussed prices for them?

Read the following case study: The Norton Company Versus 3M 2.Use examples from your readings, and when possible, current events, and personal experience to support your answers t

explain portfolio analysis in marketing with practical life examples

American Express Company and Merrill Lynch and Company use African-American employees to hold workshops and networking receptions in venues such as black museums to attract black i

Breaking Structural Barriers- It is useful for a firm to break structural barriers that inhibit its operations or limit its drive for competitive advantage. Computers as well as t