Service Quality

SERVICE QUALITY IS A CRITICAL ELEMENT OF CUSTOMER’S PERCEPTION

DESIRED QUALITY ZONE OF TOLERANCE ADEQUATE QUALITY

DESIRED & ADEQUATE

PREDICTED SERVICE

SERVICE LEVELS

LEVEL

THE TYPE OF SERVICE CUSTOMERS HOPE TO RECEIVE IS TERMED AS DESIRED SERVICES. THE LEVEL OF SERVICE AT WHICH THE CUSTOMER THINKS THAT AT LEAST THIS LEVEL OF SERVICE HE WILL GET OTHERWISE HE WILL NOT BE SATISFIED, IS TERMED AS ADEQUATE SERVICE.

THE LEVEL OF SERVICE THAT CUSTOMERS ANTICIPATE RECIEVENG IS KNOWN AS PREDICTED SERVICE WHICH DIRECTLY AFFECTS HOW THEY DEFINE ADEQUATE SERVICE IS PREDICTED LEVEL.

ZONE OF TOLERANCE IS THE DIFFERENCE BETWEEN THE DESIRED AND ADEQUATE LEVELS OF SERVICES THE BIGGER IS THE DIFFERENCE THE HIGHER THE ZONE OF TOLERANCE AND HIGHER LEVEL OF UNSATISFACTION TOO.

PARAMETRES OF SERVICE QUALITY

SERVICE QUALITY PERCEPTION RELATED TO ZONE OF TOLERANCE BY DIMENSION

0 RELIABITY

RESPONSIVENESS

ASSURANCE

EMPATHY

DIAMETRES OF SERVICE QUALITY

TANGEABILES

IN THE FIGURE DESIRED SERVICE LEVEL

ZONE OF TOLERANCE

WHAT CUSTOMER ACTUALY GETS

ADEQUATE SERVICE LEVEL

PREPARED BY DIWAKAR CHATURVEDI

THANKS