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common methods for measuring service quality, common gaps in the SERVQUAL…
common methods for measuring service quality
SERVQUAL
Mystery Shopping
Post Service Rating
Follow-up Survey
In-App Survey
Customer Effort Score (CES)
Social Media Monitoring
Objective Service Metrics
common gaps
in the
SERVQUAL
gap analysis model
Actual service
VS
service blueprint
Service quality specification
VS
Management perceptions of customers’ expectations
Service delivery
vs
Service quality specification
internal
Expected service
vs
Management perceptions of customers’ expectations
Service delivery
VS
External communications to customers
External
Expected service vs perceived service
common elements
of service quality in the
SERVQUAL
model
RMB 3
Reliability
ability to perform the
promised
service dependably and accurately
Assurance
Knowledge and courtesy of employee and their ability to convey trust and confidence
Tangibles
appearance of physical facilities, equipment, personnel and communication material
Empathy
Providing care, individualized attention to customer
Responsiveness
willing to help customer and to provide prompt service