determinance of service quality

7/28/2019 Determinance of service quality

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Diploma in Tourism Management

DUSMAHOMED Goolamally

2012

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Definition of service quality. (3definition with references)

I. Service Quality is the gap between the customer satisfaction and thecustomer 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)

III. 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

III. 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 otherfactors (tradition, ideology, word of mouth, pricing and public relations)





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Determinance of service quality(modified). (11 modified and elaborate)

I. Reliability It is the ability to perform the promised service in a dependable and

accurate manner. The service is performed correctly on the first occasion,

the accounting is correct, records are up to date and schedules are kept.

II. Responsiveness

Responsiveness refers to the readiness and willingness of employees to

help customers in providing prompt timely services. Willingness and

readiness to perform services.

III. Competence

Competence is the possession of the required skills and knowledge to

perform the service.

IV. Understanding

Making an effort to understand the customer's individual needs, providing

individualized attention, recognizing the customer when they arrive and so

on. This in turn helps in delighting the customers i.e. rising above the

expectations of the customer.

V. Access

Access refers to approachability and ease of contact.

VI.

CommunicationCommunication means both informing customers in a language they are

able to understand and also listening to customers. A company may need

to adjust its language for the varying needs of its customers. Information

might include for example, explanation of the service and its cost, the

http://en.wikipedia.org/wiki/Competence_(human_resources)

http://en.wikipedia.org/wiki/Competence_(human_resources)





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relationship between services and costs and assurances as to the way any

problems are effectively managed.

VII. Coutesy

Courtesy refers to factors such as politeness, respect, consideration and

friendliness of the contact personnel; consideration for the customer's

property and a clean and neat appearance of contact personnel.

VIII. Credibility

Credibility refers to factors such as trustworthiness, belief and honesty. It

involves having the customer's best interests at prime position. It may be

influenced by company name, company reputation and the personal

characteristics of the contact personnel

IX. Security

Security represents the customer being free from danger, risk or doubt

including physical safety, financial security and confidentiality.

X. Tangible

Tangibles are the physical evidence of the service, for instance, the

appearance of the physical facilities, tools and equipment used to provide

the service; the appearance of personnel and communication materials and

the presence of other customers in the service facility.

determinance of service quality

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