Service Quality

Topics: Customer service, Service system, Service Pages: 4 (1236 words) Published: July 14, 2013
EXECUTIVE SUMMARY

This document will provide definition of service quality; also include the dimension of service quality based on 10 dimensions with 97 determinants of quality relating to service which may cause such a gap. They were reliability, responsiveness, competence, access, courtesy, communication, creditability, security, understating or knowing the customer, and tangibles. Generalization of quality dimensions was not possible among all types of services taken together, however important insights were available pertaining to each service type.

Service is an invisible offering which is dependent on, and inseparable from, the person who extends it. From the point of view of economics, service is a type of economic activity that is intangible, is not stored, and does not result in ownership. A service is consumed only at the point of sale. The term ‘service quality’ describes a comparison of expectations with performance. Service quality is defined as “a global judgment or attitude, relating to the overall superiority of the service” (Parasuram etc 1985).

The expectation of service and the perceived service result may not be equal, thus leaving a gap. Parasuram, Zeithamil and Berry also initially identified 10 dimensions with 97 determinants of quality relating to service which may cause such a gap. They were reliability, responsiveness, competence, access, courtesy, communication, creditability, security, understating or knowing the customer, and tangibles. The Servqual method is a technique which can be used to performing gap analyses of organizations service quality against their customers’ service quality needs. It is also an empirically derived method used by service organizations to improve service quality.

Other than that, Pei Mey Lau, Dr Abdolali Khatibi Akbar, and David Yong (2005) contributed an article...

References: Nimit Chowdhary, Monika Prakash, (2007),"Prioritizing service quality dimensions", Managing ServiceQuality, Vol. 17 Iss: 5 pp. 493 – 509
ABAC Journal Vol. 29, No. 1 (January-April 2009, pp.24-38)
P. Ramseook-Munhurrun, S.D. Lukea-Bhiwajee, P. Naidoo IJMMR Vol. 3 No. 1 2010
Journal of Services Research, Volume 4, Number 1 (April – September 2004)
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