Service Quality
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Service Providers
Think about the last time you had an unsatisfactory encounter with a service provider. Given the dimensions of service quality discussed as below, exactly where were the negative gaps between expectations and the actual service?
The Dimensions of Service Quality
- Reliability
- Assurance
- Tangibles
- Empathy
- Responsiveness
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Solution Summary
Service quality is discussed very comprehensively in this explanation.
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- The last time I had an unsatisfactory encounter with a service provider was when my broadband service stopped functioning. The service had been erratic for the previous week and then it abruptly stopped. When I phoned the service provider, I was told that a service person ...
Education
- BSc , University of Calcutta
- MBA, Eastern Institute for Integrated Learning in Management
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