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Question
SERVQUAL is founded on the view that the customer's assessment of SQ is paramount. This assessment is conceptualized as a gap between what the customer expects by way of SQ from a class of service providers, and their evaluations of the performance of a particular service provider. SQ is presented as a multidimensional construct. In their original formulation Parasuraman et al. (1985) identified ten components of SQ:
1 reliability; 2 responsiveness; 3 competence; 4 access; 5 courtesy; 6 communication; 7 credibility; 8 security; 9 understanding/knowing the customer; 10 tangibles. Tasks to be undertaken:
1. Develop an understanding of the concept of quality in service sector.
2. Analyse the important factors that play key role in achieving customer satisfaction with the services received from a provider.
3. Simulate a service system to improve performance and build competitive advantages that are sustainable.
4. Identify and evaluate systems weaknesses and potentials for future improvement.
5. Develop a brief report (max 1500 words) with the specific requirements as explained above.
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