Servqual

Servqual PS.1 What is the ServQual model ? PS.2 What are the advantages and disadvantages of the model? PS.3 In what situation can it be used? PS.4 What are the types of benchmarking? PS.5 What benchmarking phases did Camp define? PS.6 Explain the reactive customer driven quality model. BS.1 The SQ-model is a tool that measures quality along 5 service quality dimensions in a survey-format. It initially consisted of seven dimensions, later it was revised to five dimensions. Each of the dimensions have several statements, which have to be answered on a 7-point scale (strongly disagree=1 until strongly agree=7). The first dimension is the tangibles dimension. It contains statements on equipment, communications materials, neatness of employees and physical facilities. Reliability is the second dimension and deals with promises, error-free records and sincerity in solving problems.

The third dimension, responsiveness, is about the willingness to be prompt and helpful in service delivery. The assurance dimension deals with safety, trust, confidence and courtesy. The final dimension, empathy, contains statements on attention, opening hours and needs. BS.2 The advantages of the SQ-model are that it is easy and quick to use for respondents, its usefull in several service situations,its an accepted and valid standard. Furthermore its reliable because respondents interpret the statements in the same way. Philosophy.

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