Professional Documents
Culture Documents
MODEL
BY , GROUP 6
RASHMI.S
SHILPI ADHIKARY
SISIRA.S. SASI
RAHUL SHARMA
ABHILASH IYYAPAN
Facts !!!!!
Subject of study since 1980’s.
3 consistent findings:
process.
SERVICE
DIMENSIONS
Reliability
Responsiveness
Competence
Access
Courtesy
Communication
Credibility
Security
Tangibles
SERVICE QUALITY
GAPS MODEL
GAPS MODEL
• Offers an integrated view of consumer – company
relationship.
Perceptions Gap
Specifications Gap
Gap
Causes:
Causes:
Standardize tasks
• Causes:
• 2. Overpromising
Communicate freely
Customers
improvement
THANK YOU