Post by account_disabled on Mar 7, 2024 5:10:10 GMT
Initially, the greatest importance was given to the development of quality systems in the product field, but over time it became increasingly important to improve the quality of related services, as a way of developing a competitive advantage. In addition, service, in general, became more important. As a result, the SERVQUAL model emerged , a service quality survey model designed by Zeithaml, Berry and Parasuraman, in 1988. This model defines customer satisfaction as the difference between what the customer expects and what he or she actually experiences. If the service does not meet your expectations, you will be dissatisfied and if the experience exceeds your expectations you will be very satisfied. Your expectations depend on a number of factors beyond the company's communication, such as your previous experience with the brand, word of mouth with friends, and your own wants and needs. Therefore, the brand has a limited influence on customer expectations , however, it can investigate these expectations and adapt to them. The authors identified 10 main components of high-quality service. ^ Reliability, which depends on the extent to which the service is accurate and honest.
Responsiveness , which consists of responding promptly and appropriately to customer questions or complaints. ^ Competition, related to the experience that the company has in its area of specialty. ^ Access, which determines Paraguay Mobile Number List whether a customer can communicate quickly and efficiently with the company. ^ Courtesy, which means treating customers politely. ^ Communication, which is clear, honest and quick information to customers. ^ Credibility is about the extent to which the organization's message is credible and trustworthy. ^ Security , which adds confidence to the service and adequate access to the consumer. ^ Customer knowledge , to offer you a personal approach and respond well to your needs and desires. ^ The tangibles, the appearance of elements such as the commercial establishment, equipment, personnel, communication materials. A smaller version of this model is the RATER model , which is reduced to 5 dimensions to measure service quality.
The SERVQUAL model identifies 5 gaps that can arise between the client's needs and the service offered by the company, where communication between the client and the organization, as well as internal communication in the company, are of vital importance for the level of service quality. Make sure these gaps do not appear in your business and reduce the quality of service. ^ Knowledge gap. A void arises from an unrealistic vision on the part of management about the expectations of its customers . Management thinks they know customer needs but in reality they don't, which prevents them from approaching consumers in the right way. ^ Standards gap. The organization has formed its own idea about what the customer expects from its service, but if that idea is erroneous and does not correspond to what the customer expects, there is a risk that the expectations will not be translated correctly into product specifications or service. ^ Delivery gap. A gap also occurs when the product or service is not delivered according to what the customer expects.
Responsiveness , which consists of responding promptly and appropriately to customer questions or complaints. ^ Competition, related to the experience that the company has in its area of specialty. ^ Access, which determines Paraguay Mobile Number List whether a customer can communicate quickly and efficiently with the company. ^ Courtesy, which means treating customers politely. ^ Communication, which is clear, honest and quick information to customers. ^ Credibility is about the extent to which the organization's message is credible and trustworthy. ^ Security , which adds confidence to the service and adequate access to the consumer. ^ Customer knowledge , to offer you a personal approach and respond well to your needs and desires. ^ The tangibles, the appearance of elements such as the commercial establishment, equipment, personnel, communication materials. A smaller version of this model is the RATER model , which is reduced to 5 dimensions to measure service quality.
The SERVQUAL model identifies 5 gaps that can arise between the client's needs and the service offered by the company, where communication between the client and the organization, as well as internal communication in the company, are of vital importance for the level of service quality. Make sure these gaps do not appear in your business and reduce the quality of service. ^ Knowledge gap. A void arises from an unrealistic vision on the part of management about the expectations of its customers . Management thinks they know customer needs but in reality they don't, which prevents them from approaching consumers in the right way. ^ Standards gap. The organization has formed its own idea about what the customer expects from its service, but if that idea is erroneous and does not correspond to what the customer expects, there is a risk that the expectations will not be translated correctly into product specifications or service. ^ Delivery gap. A gap also occurs when the product or service is not delivered according to what the customer expects.