Chapter - 4

S E R V IC E S TA N D AR D S A N D
M A N A GIN G S E R V IC E Q U A L IT Y
A N D P R OD U C TIV IT Y
Service Quality

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Service Quality – Definitions

Excellence Value

Conformance Meeting and /

to or Exceeding
Specification Expectations

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 The GAP Model
Customers’ expectations and management’s perceptions
of these expectations (Gap 1)

Management’s perceptions of customers’ expectations and

service quality specifications (Gap 2)

Service quality specifications and actual service delivery

(Gap 3)

Actual service delivery and what is communicated to

customers about it (Gap 4)

Customers’ expected services and perceived service

delivered (Gap 5)

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 Characteristics and Objectives
No pre Service
Client oriented inspection Service Design
Encounter

Full
participation Personalisation Service Providers
Service Corporate
Productivity
Culture

Subjective

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 Dimension of Service Quality

Reliability Responsiveness Assurance

Empathy Tandibles

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Attributes of Service Quality

Search Quality
Experience Quality
Credence Quality
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 Steps that Lead to a Better Management of
Service Quality Delivered to the Customers
1. Differentiate Waiting Customers
Differentiation can be based on factors such as
i. Importance of the Customer
ii. Urgency of the Job
iii. Duration of the Service Transaction
iv. Payment of a Premium Price
2. Make Waiting Fun, or Atleast Tolerable
i. Unoccupied Time Feels Longer than Occupied
ii. Unexplained Waits are Longer than Explained Waits
iii. Unfair Waits are Longer than Equitable Waits

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 Quality Standards
✓i. Benchmarking:
✓ii. Quality Process
✓Implications of Service Standards
✓Customer Defined Service Standards:
✓i. “Hard” Customer-Defined Standards:
✓ii. “Soft” Customer-Defined Standards:

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 Methods to Monitor Service Quality
1. Conduct Customer Surveys

2. Monitor Customer Feedback

3. Review Service Blueprints,

Problem-Tracking System

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 Measurement and Control
Company-Defined Customer-
Standards of Defined Benchmarking
Service Delivery Standards

Lost Customer Critical Incident

Analysis Study

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GAP Model of Service Quality

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SERVQUAL Model of Service Quality

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Critical Incident Model

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Strategies for Enhancing the Quality of
Service Offered to Customers

Error – free Internal

Pre - Test
service Communication

Problem Information Trained

resiliency System Employees

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 Thank You
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Faculty

Department of Business Administration

Mangalore University

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