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  • Servqual

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    riya
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    The document outlines expectations and perceptions of reliability and assurance for a facility. For reliability, expectations include the facility meeting promised timeframes for response, being sympathetic when customers have problems, and being dependable by providing services at promised times. For assurance, expectations are that employee behavior instills confidence, employees are courteous at all times, employees are trustworthy, employees have adequate knowledge to answer queries, and customers feel safe transacting with employees.

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    servqual

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    The document outlines expectations and perceptions of reliability and assurance for a facility. For reliability, expectations include the facility meeting promised timeframes for response, being sympathetic when customers have problems, and being dependable by providing services at promised times. For assurance, expectations are that employee behavior instills confidence, employees are courteous at all times, employees are trustworthy, employees have adequate knowledge to answer queries, and customers feel safe transacting with employees.

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    5 views1 page

    Servqual

    Uploaded by

    riya
    The document outlines expectations and perceptions of reliability and assurance for a facility. For reliability, expectations include the facility meeting promised timeframes for response, being sympathetic when customers have problems, and being dependable by providing services at promised times. For assurance, expectations are that employee behavior instills confidence, employees are courteous at all times, employees are trustworthy, employees have adequate knowledge to answer queries, and customers feel safe transacting with employees.

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    © All Rights Reserved
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    of 1

    Reliability

    Expectations E Perceptions P P-E


    E1: The facility will meet the P1: The facility meets their promised
    promised time-frames for time-frames for response
    response

    E2: The facility will be P2: The facility is sympathetic and


    sympathetic and reassuring, reassuring, when the customer has
    when the customer has problems
    problems

    E3: They will be dependable P3: They are dependable

    E4: They will provide their P4: They provide their services at the
    services at the times times promised
    promised

    Assurance

    Expectations E Perceptions P P-E


    E1: The behaviour of the P1: The behaviour of the employees
    employees should instil instils confidence in you
    confidence in you

    E2: The employees in the P2: The employees in the facility are
    facility should be courteous courteous with you at all times
    with you at all times

    E3: Employees should be P3: Employees are trustworthy


    trustworthy

    E4: Employees should have P4: Employees have adequate


    adequate knowledge to knowledge to answer all your queries
    answer all your queries

    E5: Customers should feel P6: Customers feel safe when


    safe when transacting with transacting with employees
    employees

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