A Critique Of Service Quality Models

Service quality is referred to a valuation of how good a delivered service meets the customer’s expectation. Upper management

For different types of companies, quality might refer to quality of products or quality of service. Compares with quality of products, service quality is much more difficult to measure because service is intangible and acts and processes only existing in time. In addition, service has unique characteristic which cannot be found in products, such as customer influence, inseparability of production and consumption, heterogeneity, perishability and labor intensity (Nie & Kellogg, 1999). Even though, there are still many practitioners and academics are keen on measuring service quality because it has already emerged as a key strategic issue. Companies want to better understand service quality, and to establish methods for improving quality to achieve competitive advantage and build customer loyalty (Abdullah, 2006). Based on the importance of service quality, an increasing number of literatures and companies pay attention to measuring

Service quality - refers to difference between the level of service that is expected from consumers and the perception of the service that is actually received. (Caruana,

The Gaps Model of Service Quality was originally developed for application in the financial service sector. The model was

How hospitals provide care has become as important as the care provided. This paper will establish the connection between the perception of quality and the reimbursement of services. Next, the impact of intradepartmental communication on patient care will be examined. Finally, this paper will attempt to demonstrate that the lessons from successful interim communications between departments can translate into an improved perception of quality during patient encounters.

The gap between expected and perceived service is a measure of service quality. Fitzsimmons & Fitzsimmons (2001) stated that measuring this gap through the customer feedback process is standard practice for leading service companies.

Hung, Y. H., Huang, M. L., & Chen, K. S. (2003). Service quality evaluation by service quality performance matrix. Total Quality Management and Business Excellence.

The key to ensuring good quality service is meeting or exceeding what the customers expect from services. Judgements of high and low quality depend on how customers the actual service performance in the context of what they expected. Service quality, as perceived by the customers, can be defined as the extent of discrepancy but customers’ expectations or desires and their

Source : Adapted from A. Parasuraman, Valerie Zeithaml, and Leonard Berry, “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, 49 (Fall 1985)

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

Service Quality as described by (William G. Zikmund, 1993) “is the degree to which the performance of service provider’s matches customer expectations. It can also be defined as those essential characteristics of a service that measures its excellence”.

This chapter will look to the literature review of quality service, customer satisfaction and intention to revisit including Thomassen satisfaction theory. This research will also discuss what theory is best suited to Health care.

1. Analyze Enterprise’s Service Quality Survey. What information is it trying to gather? What are its research objectives?

We also discussed about the human resource management for the Starbucks coffee shop. There are five people in the store, one staff takes order and check the bills, two staffs make the drinks, one staff cleans the cups or machines, and the last one is manager, he monitors the other employees work and when the peak hours, he will help them to take order or make drinks.

Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these