Diploma in Tourism Management

DUSMAHOMED Goolamally 2012

Definition of service quality. (3definition with references) I. Service Quality is the gap between the customer satisfaction and the customer perception on the service received. (Parashuramen et al., 1985) II. Service quality is a measure between service perceptions as well as expectations. (Parasuraman and al) Quality of a given service will be the outcome of an evaluation process, where the consumer compares his expectations with the service he perceives he has received. The result of this process will be the perceived quality of the service” (Gronroos, 1984, p.37)


Determinance of service quality. (3 by Goonroos and elaborate) I. Technical quality of outcome Technical quality is the quality of what consumer actually receives as a result of his/her interaction with the service firm and is important to him/her and to his/her evaluation of the quality of service. II. Functional quality of the service counter Functional quality is how he/she gets the technical outcome. This is important to him and to his/her views of service he/she has received Corporate image Image is very important to service firms and this can be expected to built up mainly by technical and functional quality of service including the other factors (tradition, ideology, word of mouth, pricing and public relations)



records are up to date and schedules are kept.e. 2|Page .Diploma in Tourism Management DUSMAHOMED Goolamally 2012 Determinance of service quality(modified). Understanding Making an effort to understand the customer's individual needs. (11 modified and elaborate) I. the III. Access Access refers to approachability and ease of contact. Reliability It is the ability to perform the promised service in a dependable and accurate manner. V. Communication Communication means both informing customers in a language they are able to understand and also listening to customers. II. Responsiveness Responsiveness refers to the readiness and willingness of employees to help customers in providing prompt timely services. IV. rising above the expectations of the customer. recognizing the customer when they arrive and so on. This in turn helps in delighting the customers i. Competence Competence is the possession of the required skills and knowledge to perform the service. providing individualized attention. the accounting is correct. VI. Willingness and readiness to perform services. explanation of the service and its cost. Information might include for example. The service is performed correctly on the first occasion. A company may need to adjust its language for the varying needs of its customers.

Coutesy Courtesy refers to factors such as politeness. respect. It involves having the customer's best interests at prime position. tools and equipment used to provide the service. It may be influenced by company name. Credibility Credibility refers to factors such as trustworthiness. risk or doubt including physical safety. for instance. consideration for the customer's property and a clean and neat appearance of contact personnel. company reputation and the personal characteristics of the contact personnel Security Security represents the customer being free from danger. Tangible Tangibles are the physical evidence of the service. IX. belief and honesty. the appearance of the physical facilities. financial security and confidentiality.Diploma in Tourism Management DUSMAHOMED Goolamally 2012 relationship between services and costs and assurances as to the way any problems are effectively managed. VIII. X. 3|Page . the appearance of personnel and communication materials and the presence of other customers in the service facility. VII. consideration and friendliness of the contact personnel.