ANUSHA JOSE ASSIGNMENT

A1904016095

Q1 ) What are the five dimensions of service quality with an example of a service industry?

ANS ) The five dimensions of service quality measured by the SERVQUAL Instrument

The SERVQUAL Instrument measures the five dimensions of Service Quality. These five
dimensions are: tangibility, reliability, responsiveness, assurance and empathy.

 Tangibility
Since services are tangible, customers derive their perception of service quality by
comparing the tangible associated with these services provided. It is the appearance of
the physical facilities, equipment, personnel and communication materials.
For example : when entering a salon the first thing that comes in mind is the cleanliness
of the place hence the employees have to be ready for the next customer by keeping
the area clean and throwing away garbage and not keeping in plain sight of the
customers , the ambience should be nice so that the customers waiting would not feel
like going away before their turns come

 Reliability
It is the ability to perform the promised service dependably and accurately. Reliability
means that the company delivers on its promises-promises about delivery , sevice
provision, problem resolutions and pricing.
For example : many people rely on the salon services for proper hygiene of the body like
waxing , hair cut ,manicure pedicure etc. for that the salon must stand on their promises
made to the customer to provide the best work and avoid mistakes

 Responsiveness
It is the willingness to help customers and provide prompt service. This dimension
emphasizes attentiveness and promptness in dealing with customer’s requests,
questions, complaints and problems.
For example : the salon must always be responsive while engaging with the customers
be it at the time when the customer is getting any service done or at the time when the
customers are waiting for their turn if the employees don’t respond customers in
waiting might get anxious and leave the salon

 Assurance
It means to inspire trust and confidence. Assurance is defined as employees’ knowledge
of courtesy and the ability of the firm and its employees to inspire trust and confidence.
For example : customers need to be assured that they are in good hands and no harm
would be done to them with the products or gadgets used in the salons , the employees
need to make sure that the customers will not face any chemical reaction from the
products the salon is using
  Empathy
It means to provide caring individualized attention the firm provide its customers. In
some countries, it is essential to provide individual attention to show to the customer
that the company does best to satisfy his needs.
For example : customer does not like the hair cut done or it was not what she expected
An empathetic customer service representative may take the responsibility for this
issue and offer a store credit or some free products without questions asked so that
the customer would come back to the salon

Q2 ) - Think of a service provider you are loyal to

-What do you do that indicates you are loyal?
- Why are you loyal to this provider ?

Ans ) The service provider I would say I am loyal to will be starbucks

I am a loyal customer as whenever I am visiting any place I look for starbucks outlet near me, I
tend to buy the coffe or shakes even if there is no discount and I suggest starbucks to my
friends and family .

Apart from providing a good ambiance and coffee, the brand also has an array of things to offer
in the café From Coffee beans to Coffee Makers; from Cups to Coffee thermos, they sell many
things to keep their customers engaged and it is affordable also there is no other place I would
rather go to have a nice cup of coffee the first name that comes to my mind in starbucks thus
indicating my loyalty towards them

I am loyal to starbucks because of the many things it has to offer one of the things are the
starbucks reward points With the Starbucks Rewards program, your purchases add up to free
drinks and food. Not only that, as a member, you get certain instant benefits (just for being a
member), such as free in-store refills, birthday rewards, and special member events and
offers. Starbucks Gold Status provides you with even more incentives, like monthly double-star
days, reward every 125 stars, and a personalized gold member card.

One of things can also be the personalized coffee cups they give , this is one of the reason that
attracts me that they ask our name and hand over our order with our names written on it