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SCB 12 QUALITY & SATISFACTION - Coggle Diagram
SCB 12
QUALITY & SATISFACTIO
N
SERVICE QUALITY DIMENSION
Responsiveness
Assurance
Reliability
Empathy
Tangibles
BLUEPRINT COMPONENTS
Invisible contact employee actions
Support processes
Visible contact employee action
Physical evidence
Customer actions
QUALITY DIMENSIONS
Interactions
Outcomes
Physical environment
KEY SERVICE GAPS
Design and standards gap
Performance gap
Listening gap
Communication gap
Customer gap
SATISFACTION DRIVERS
Service to Members
Marketing and Communications
Home Ground
On-field Performance
Personal Involvement
Team Administration
Membership Arrangements