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  • Servqual Model: Six Common Attributes

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    LadLa Mehar WaQas
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    About the benefits of service automation and about the modeling of service

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    Service Automation

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    About the benefits of service automation and about the modeling of service

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
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    5 views3 pages

    Servqual Model: Six Common Attributes

    Uploaded by

    LadLa Mehar WaQas
    About the benefits of service automation and about the modeling of service

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 3

    Servqual Model

    Five core components of service quality


    • Reliability Parsu
    • Assurance
    • Tangibles
    • Empathy
    • Responsiveness

    Six Common Attributes


    • Customer service is pervasive. Fred Wiersema
    • Their operations run smoothly.
    • They are always looking for ways to improve.
    • Customer service is the main selling point.
    • They build personal relationships with customers.
    • Latest technologies
    The Customer Service Excellence Standards

    • Customer Insight
    • The culture of the organization
    • Information and access
    • Delivery
    • Timeliness and quality of service

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