SERVICE OPERATION MANAGEMENT

TOPIC: SERVICE QUALITY

SUBMITTED TO:
PROF; V.MOHAN
SUBMITTED BY:
V.SAMPATH KUMAR
ROLL NO- 06
SERVICE QUALITY
Quality is an increasingly important element that
differeciates between competing services unlike
tangible goods, though many services are not easily
measured or tested for quality often one cannot even
assess their quality until after consuming them.
WHY DOES QULAITY MATTER
“A person who has a good purchase experience is more
inclined to spent again”.
DEFINATION OF SERVICE QUALITY
Some proneness of quality service state that quality can
be defined only by customers and occurs when an
organization supplies goods or services to a
specification that satisfies the customer`s needs.
Others define as the satisfaction of customer
expectations.
MEASURING SERVICE QUALITY
Clearly , quality is something customers expect and
something they value when they purchase a service.
But how do we define and then measures these
expectations in order to meet them.
GAPS IN SERVICE QUALITY
Service quality is a function of the expectations
performance gap and conducted a board-based
exploratory study in the early 1980`s. their research
results began to appear in 1985 and continue today
with expansion in to service quality.
GAPS IN SERVICE QUALITYS ARE:
Reliability
Responsiveness
Assurance
Empathy
tangibles
TYPES OF GAPS IN SERVICE QUALITY
Consumer expectations –management perception gap
Management perception – service quality specification
gap
Service quality specification – service delivery gap
Service delivery – external commutation gap
Expected service – perceived service gap
SERVICE QUALITY MODEL
THANK YOU