Service Quality for

Opal Emirates LLC

By Abdulla Aljenaibi
Service
Industry
Growth
SERVQUAL By
Parasuraman, Zeithaml and Berry
SERVQUAL Dimensions

Reliability Responsiveness

Competence Access

Courtesy Communication

Credibility Security
Understanding/knowin
g the customer Tangibles

Assurance Empathy
Assess The Gap Between Expectation
&
Perception
 The Objectives

Customer Satisfaction

Satisfaction Impact

Important Dimension

Comparison
Opal Emirates LLC
Company Weight for Importance Features

Features Points
The company appearance (tangible amenities, equipment, 25
employees and substances).
The company perform the agreed service consistently and 25
correctly
The company submission to help customers and offer rapid 15
assistance.
The competence and attitude of the company employees. 30
The thoughtful for personal consideration the company present to 5
customers.
Total: 100
 The Results
SERVQUAL Expectation Perception Average Gap Company Weighted
Dimension Score Score Weighted Average
Importance Score
Features

5.5 0.5 0.25

Tangibility 6 0.12
7 - 2.4 0.25
Reliability 4.6 -0.60
7 - 3.75 0.15
Responsiveness 3.25 -0.56
7 - 2.25 0.30
Assurance 4.75 -0.67
5.8 - 2.4 0.5
Empathy 3.4 -0.12

Average Weighted score: -1.83

Thank you