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
  

2 A "service" is defined as an entity that

provides a useful function to its users
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îerformance indicates the response time of the

service as experienced by the end user.
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a
ffectiveness matrices :
for ex no of errors-free order or bills
processed the no of customers giving you
an excellent rating.
2 apability matrices :
for ex The mean rating of attributes
of service like friendliness of greeting,
service time, service knowledge about,
service features etc.
^
fficiency matrices :
for ex the average utilization of
manpower , average time spent on
reworking of fault service , average
overtime, in a period etc.
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2 The service is defined as "A set of quality

requirements on the collective behavior of
one or more objects".
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a eliability
2 Access
^ ecurity
4 redibility
5 egree of customer understanding
6 esponsible ness
7 ompetence
8 courtesy
9 tangibles
a communication
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it is defined as the service difference

between what the customer was expecting
and what is being delivered
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ervice gap is the difference between
what customer expected and what they
perceived was delivered.
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a. Knowledge gap
2. tandards gap
^. elivery gap
4. Internal communication gap
5. îerception gap
6. Interpretation gap

  

2 ifference between what service provider

believe customer expect and customer actual
needs and expectation
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2 ifference between management¶s

perceptions of customer expectations and the
quality standards established for service
delivery.
^   

2 ifference between specified delivery

standards and the service provider¶s actual
performance on these standards.
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2 ifference between what the company¶s

advertising and sales personnel think are the
product¶s features, performance, and service
quality level and what the company is actually
able to deliver.
  


2 ifference between what is, in fact, delivered

and what customers perceive they have
received
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2 ifference between what a service provider¶s

communication efforts promise and what a
customer thinks was promised by these
communications.
Thanks