SERVQUAL Model

1. Measuring Service Quality

2. Customer Perception For Services:
•Provide a solid basis for understanding what influences
customer perceptions of service and the relationships among
customer satisfaction, service quality, and individual service
encounters.
•Demonstrate the importance of customer satisfaction—what
it is, the factors that influence it, and the significant outcomes
resulting from it.

3. WHO IS A CUSTOMER…..
Anyone who receives the company’s services,
including:
external customers (outside the organization,
business customers, suppliers, partners, end
consumers)
internal customers (inside the organization, e.g.,
other departments, fellow employees)

4. CUSTOMER PERCEPTION OF QUALITY AND
CUSTOMER SATISFACTION

5. FACTORS THAT INFLUENCE
CUSTOMER SATISFACTION:
•Product quality
•Service quality
•Price
•Specific product or service features
•Consumer emotions
•Attributions for service success or failure
•Perceptions of equity or fairness
•Other consumers, family members, and coworkers
•Personal factors
•Situational factors

6. •Increased customer retention
•Positive word-of-mouth
communications
•Increased revenues
OUTCOMES OF CUSTOMER
SATISFACTION

7. 0%
20%
40%
60%
80%
100%
Very
dissatisfied
Dissatisfied Neither
satisfied nor
dissatisfied
Satisfied Very
satisfied
Satisfaction measure
Loyalty
(retention)
RELATIONSHIP BETWEEN CUSTOMER
SATISFACTION AND LOYALTY

8. •The customer’s judgment of overall excellence of the
service provided in relation to the quality that was
expected.
•Process and outcome quality are both important.
SERVICE QUALITY

9. WHAT IS QUALITY
•Conformance to standards
• Conformance to specifications
• Service quality is a term which describes a comparison
of expectations from service with its performance
.• The difference between what customers expect and
what they perceive themselves to be receiving”.
• Improved service quality may increase economic
competitiveness.

10. The Five Dimensions of
Service Quality
1. Reliability Ability to perform the promised
service dependably and accurately.
2. Assurance Knowledge and courtesy of
employees and their ability to convey
trust and confidence.
3. Tangibles Physical facilities, equipment, and
appearance of personnel.
4. Empathy Caring, individualized attention the
firm provides its customers.
5. Responsiveness Willingness to help customers and
provide prompt service.

11. SERVQUALATTRIBUTES:
RELIABILITY:
1. Providing service as promised
2. Dependability in handling customers’ service problems
3. Performing services right the first time
4. Providing services at the promised time
5. Maintaining error-free records
RESPONSIVENESS:
1.Keeping customers informed as to when services will be
performed
2.Prompt service to customers
3.Willingness to help customers
4.Readiness to respond to customers’ requests

12. SERVQUAL ATTRIBUTES
ASSURANCE:
1. Employees who instill confidence in customers
2. Making customers feel safe in their transactions
3. Employees who are consistently courteous
4. Employees who have the knowledge to answer customer
questions
EMPATHY:
1. Giving customers individual attention
2. Employees who deal with customers in a caring fashion
3. Having the customer’s best interest at heart
4. Employees who understand the needs of their customers
5. Convenient business hours

13. SERVQUALATTRIBUTES
TANGIBLES:
1. Modern equipment
2. Visually appealing facilities
3. Employees who have a neat, professional appearance
4. Visually appealing materials associated with the service

14. SERVICE
QUALITY