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    Servicequality

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    thensuresh
    The document discusses the concept of service quality and its dimensions, which include reliability, responsiveness, assurance, empathy, and tangibles. It explains that customer expectations, perceived service, and the gap between them determines perceived service quality. Several principles of service quality management are outlined, including customer focus, leadership, and continual improvement.

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    Servicequality

    Uploaded by

    thensuresh
    37 views22 pages
    The document discusses the concept of service quality and its dimensions, which include reliability, responsiveness, assurance, empathy, and tangibles. It explains that customer expectations, perceived service, and the gap between them determines perceived service quality. Several principles of service quality management are outlined, including customer focus, leadership, and continual improvement.

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    The document discusses the concept of service quality and its dimensions, which include reliability, responsiveness, assurance, empathy, and tangibles. It explains that customer expectations, perceived service, and the gap between them determines perceived service quality. Several principles of service quality management are outlined, including customer focus, leadership, and continual improvement.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    37 views22 pages

    Servicequality

    Uploaded by

    thensuresh
    The document discusses the concept of service quality and its dimensions, which include reliability, responsiveness, assurance, empathy, and tangibles. It explains that customer expectations, perceived service, and the gap between them determines perceived service quality. Several principles of service quality management are outlined, including customer focus, leadership, and continual improvement.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 22

    5

    QUALITY?

     Definition

     The processes by which the products and services


    are made or offered throughout an organization, in
    order to improve the products and services which
    are sold to customers

     Voice of customers
    6

    SERVICE?

     Intangible commodity

    Service
    Ability to provide a level of care to customers which
    meets or exceeds their expectation

     It involves their

     Needs and
    7

    SERVICE QUALITY?

    Service quality
    Customer’s judgment of overall excellence of the
    service provided in relation to the quality that was
    expected

     Perception

     It is the way a person interprets reality or quality


    8

    SERVICE QUALITY MANAGEMENT

     Definition

    “Continuously meeting agreed customer


    requirements at the lowest cost, by releasing
    the potential of all employees.”
    9

    CUSTOMER REQUIREMENTS

     Speed of delivery
    Conformance to specifications
    Reliability of service
    Responsiveness to queries
     Low Cost
    Consistency of product and service
    10

    Factors Influencing Customer Satisfaction

     Product quality

     Service quality

     Price

     Specific product features

     Personal factors

     Situational factors
    12

    SERVICE QUALITY PRINCIPLES

    1. Customer focus

    2. Leadership

    3. Involement of people

    4. Process approach

    5. System approach to management

    6. Approach to decision making

    7. Mutual beneficial suppliar relationship

    8. Continual improvement
    13

    DIMENSIONS OF SERVICE QUALITY

    Reliability

    Responsiveness

    Service
    Assurance

    Quality
    Empathy

    Tangibles
    14

    DIMENSIONS OF SERVICE QUALITY

     Reliability

    Get it right
    Dependability
    the first time!
     Accuracy

     Provide services at promised time dependably and accurately

     Perform services right the first time

    Example: receive mail at same time each day


    15

    DIMENSIONS OF SERVICE QUALITY

     Responsiveness

     Promptness

     Helpfulness and on time!

     Willingness to help customers promptly

     Readiness to respond to customer’s request

    Example: avoid keeping customer’s waiting.


    16

    DIMENSIONS OF SERVICE QUALITY

     Assurance

     Credibility
    I feel
     Security safe

     Ability to convey trust and confidence

     Give a feeling that customers best interest is in your


    heart Example: being polite and showing respect for
    customer
    17

    DIMENSIONS OF SERVICE QUALITY

     Empathy

     Good communication

     Customer understanding

    Personalised attention
    They listen
    to me

     Ability to be approachable, caring, understanding


    and relating with customer needs
    Example: being a good listener
    18

    DIMENSIONS OF SERVICE QUALITY

     Tangibles

     Physical evidence

    People look smart

     Appearance of physical Equipment


    facilities, and

    communication material.
    Example: cleanliness of employee
    19

    Relative Importance of Service Dimensions


    When Respondents Allocate 100 Points

    RELIABILITY 32%

    TANGIBLES 11%

    RESPONSIVENESS
    EMPATHY 16%
    22%

    ASSURANCE 19%
    21

    PURPOSE OF SERVICE QUALITY

    Improved Improved Improved


    Service Customer
    Performance Satisfaction Customer

    Retention

    Increased
    Increased Market
    Profitability Share
    22

    OBJECTIVES OF SERVICE QUALITY

     To meet assessed needs


     To concentrate on service users
     To work for thecomplete dignity & wellbeing of
    service users.
     To ensure that we are fit to provide service.
     To provide the highest quality comprehensive service
    to all customers
     To work with customers to enhance the quality of their
    daily life
    23

    SERVICE QUALITY ASSESSMENT

    Word of Personal Past


    mouth needs experience
    Service Quality Assessment
    Service Quality Expected 1. Expectations not met
    Dimensions service
    Reliability ES>PS (Unacceptable quality)
    Responsiveness 2. Expectations met
    Perceived
    Assurance
    service ES~PS (Satisfactory quality)
    Empathy
    Tangibles 3. Expectations exceeded
    ES<PS (Quality surprise/excellent)
    24

    DIFFERENCE BETWEEN ………

    Unacceptable quality Bad service

    Satisfactory quality Good service

    Excellent
    Surprise Quality service
    25

    Bad Service

    Bad Service is when customer gets treatment


    which is less than his/her expectations
    ES>PS (Unacceptable service quality)

    Customer What Customer


    Expectation receives
    26

    Good Service

    Good service is when the customer gets treatment


    that meets his/her expectations
    ES~PS (Satisfactory service quality)

    Customer What Customer


    Expectation receives
    27

    Excellent Service

    When the customer gets a little more than what he/she


    expected, Good Service becomes Excellent Service
    ES<PS (Quality surprise)

    Customer What Customer


    Expectation receives
    28

    DETERMINANTS OF PERCEIVED
    SERVICE QUALITY
    Word of Personal Past
    Dimensions of service quality Mouth Needs Experience
    1. Access
    2. Communication
    3. Competence External
    Expected Communication
    4. Courtesy Service to Customers
    5. Credibility
    6. Reliability
    Service Perceived
    7. Responsiveness Service
    Quality Quality
    8. Security
    Gap
    9. Tangibles
    10. Understanding/knowing Perceived
    the customer Service

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