Service in Supply Chain Management

4/10/2021
Sharfuddin Lisan
BBA,MBA-SCM(Canada),MHRM(DU),MA(English),PGDIR(DU),DSC(BIM),
PGDHRM(BIHRM),PGDSCM(Malaysia),PGDSCM(BIHRM),Cert-
SCM(Switzerland),CSCP(Canada)
lisanbd@bihrm.org, 01731822888
Lisan / lisan@bihrm.org, lisanbd@ymail.com 1
 Service quality
 dimensions of services
 SERVQUAL & Example
 Service Recovery
 Tools and Techniques of Total Quality
Management:
 SOP
 Fishbone Diagram
 Center Gravity technique for location analysis
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Main No. Dimension/Question Area

Factor
Tangibles 1 Up-to-date equipment

2 Physical facilities are visually appealing
3 Employees well-dressed/neat
4 Appearance of the physical facilities are

consistent with the type of service
industry
Reliabilit 5 The firm meets their promised time-
y frames for response
6 The firm is sympathetic and reassuring,

when the customer has problems
7 They are dependable

8 They provide their services at the times
promised
9 They keep accurate records
Responsi 10 They shouldn’t be expected to tell customers exactly when the service
veness will be performed, negative
11 It is not reasonable to expect prompt service from
employees, negative
12 Employees do not always have to be willing to help
customers, negative
13 It’s OK to be too busy to respond promptly to customer
requests, negative
Assuranc 14 Employees should be trustworthy
e 15 Customers should feel safe when transacting with employees
16 Employees should be polite

17 Employees should get adequate support from the firm to do their job
well
Empathy 18 Firms should not be expected to give each customer individualized
attention, negative
19 Employees should not be expected to give each customer
individualized attention, negative
20 It is unrealistic to expect employees to fully understand the needs of
the customer, negative
21 It is unreasonable to expect employees to have the best interests of
the customer at heart, negative
22 Firms should not necessarily have to operate at hours convenient to
all customers, negative lisanbd@ymail.com
Lisan / lisan@bihrm.org, 6
3
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Dimension Stateme Expectati Percepti Gap Score Average for

nt on Score on Score Dimension
Tangibles 1
2
3
4
Reliability 5
6
7
8
9
Responsiveness 10
11
12
13
Assurance 14
15
16
17
Empathy 18
19
20
21
22
Unweighted Average
Lisan / lisan@bihrm.org, SERVQUAL score:
lisanbd@ymail.com 7
Features Points
1. The appearance of the banks physical facilities, equipment, 7
personnel and communication materials.
1. The bank's ability to perform the promised service
dependably and accurately
1. The banks willingness to help customers and provide
prompt service.
1. The knowledge and courtesy of the bank's employees and
their ability to convey trust and confidence.
1. The caring individual attention the bank provides its
customers.
Total: 100
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SERVQUAL Score from Weighting from Weighte

Dimension Table 1 Table 2 d Score
Tangibility
Reliability
Responsivenes
s
Assurance
Empathy
Average Weighted score:
Statement Score
 Excellent banking companies will have modern looking equipment.
 The physical facilities at excellent banks will be visually appealing.
 Employees at excellent banks will be neat in their appearance.
 Materials associated with the service (pamphlets or statements) will

be visually appealing at an excellent bank.
 When excellent banks promise to do something by a certain time,

they do.
 When a customer has a problem, excellent banks will show a sincere
interest in solving it.
 Excellent banks will perform the service right the first time.
 Excellent banks will provide the service at the time they promise to do
so.
 Excellent banks will insist on error free records.
 Employees of excellent banks will tell customers exactly when
services will be performed.
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 Employees of excellent banks will give prompt service to customers.
 Employees of excellent banks will always be willing to help customers.
 Employees of excellent banks will never be too busy to respond to

customers' requests.
 The behaviour of employees in excellent banks will instil confidence in
customers
 Customers of excellent banks will feel safe in transactions.
 Employees of excellent banks will be consistently courteous with customers.
 Employees of excellent banks will have the knowledge to answer customers'

questions.
 Excellent banks will give customers individual attention.
 Excellent banks will have operating hours convenient to all their customers.
 Excellent banks will have employees who give customers personal service.
 Excellent banks will have their customers' best interest at heart.
 The employees of excellent banks will understand the specific needs of their
customers.
Statement Score
 The bank has modern looking equipment.
 The bank's physical features are visually appealing.
 The bank's reception desk employees are neat appearing.
 Materials associated with the service (such as pamphlets or

statements) are visually appealing at the bank.
 When the bank promises to do something by a certain time, it does so.
 When you have a problem, the bank shows a sincere interest in solving
it.
 The bank performs the service right the first time.
 The bank provides its service at the time it promises to do so.
 The bank insists on error free records.

 Employees in the bank tell you exactly when the services will be
performed.
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 Employees in the bank give you prompt service.

 Employees in the bank are always willing to help you.
 Employees in the bank are never too busy to respond to your
request.
 The behaviour of employees in the bank instils confidence in you.
 You feel safe in your transactions with the bank.

 Employees in the bank are consistently courteous with you.
 Employees in the bank have the knowledge to answer your

questions.
 The bank gives you individual attention.
 The bank has operating hours convenient to all its customers.
 The bank has employees who give you personal attention.
 The bank has your best interests at heart.

 The employees of the bank understand your specific needs.

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4/10/2021

Lisan / lisan@bihrm.org, lisanbd@ymail.com 2

Lisan / lisan@bihrm.org, lisanbd@ymail.com 3

Lisan / lisan@bihrm.org, lisanbd@ymail.com 4

Main No. Dimension/Question Area

Tangibles 1 Up-to-date equipment

4 Appearance of the physical facilities are

6 The firm is sympathetic and reassuring,

7 They are dependable

Lisan / lisan@bihrm.org, lisanbd@ymail.com 5

16 Employees should be polite

Dimension Stateme Expectati Percepti Gap Score Average for

Lisan / lisan@bihrm.org, lisanbd@ymail.com 8

SERVQUAL Score from Weighting from Weighte

Average Weighted score:

Lisan / lisan@bihrm.org, lisanbd@ymail.com 9

 The physical facilities at excellent banks will be visually appealing.

 Employees at excellent banks will be neat in their appearance.

 Materials associated with the service (pamphlets or statements) will

 When excellent banks promise to do something by a certain time,

 Employees of excellent banks will give prompt service to customers.

 Employees of excellent banks will always be willing to help customers.

 Employees of excellent banks will never be too busy to respond to

 Employees of excellent banks will be consistently courteous with customers.

 Employees of excellent banks will have the knowledge to answer customers'

 Excellent banks will have their customers' best interest at heart.

Lisan / lisan@bihrm.org, lisanbd@ymail.com 11

 Materials associated with the service (such as pamphlets or

 When the bank promises to do something by a certain time, it does so.

 The bank insists on error free records.

 Employees in the bank give you prompt service.

 You feel safe in your transactions with the bank.

 Employees in the bank have the knowledge to answer your

 The bank has employees who give you personal attention.

 The bank has your best interests at heart.

Lisan / lisan@bihrm.org, lisanbd@ymail.com 13

Lisan / lisan@bihrm.org, lisanbd@ymail.com 14

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