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Contents
Service Quality Role of HR and Internal Marketing in Service Quality SERVQUAL and GAP model Customer Satisfaction Monitoring and Measuring Customer Satisfaction Handling Complaints Effectively Service Failure and Recovery
Service Quality is defined as the ability of the service provider to satisfy customer needs. Quality of Service delivery results in customer satisfaction and their retention as it reinforces the perception that the value of the service received is greater than the price paid for it.
Competitive marketing environment Customers are well aware of the services and processes Two Third Customers will not complain. They will just switch to other brands.
Hence it is very important for the organization to provide quality service by training and empowering the employees to deliver quality
Reliability Ability to perform the promised service dependably and accurately Assurance Knowledge and accuracy of employees and their ability to convey trust and confidence Tangibles Appearance of physical facilities, equipments, personnel and communication materials Empathy Caring, individualized attention the firm provides to its customers Responsiveness Willingness to help customers and provide prompt services
Reliability Keeping flights to published schedule Assurance Trusted name, High performance levels and experienced staff Tangibles Aircraft, clean waiting lounges, uniformed employee Empathy Understanding and anticipating problems and needs of the customers Responsiveness Prompt and speedy handling of ticketing, check in
Gap 1: Lack of understanding Gap between customer expectation of service and management perception of service Not knowing what customers expect in a service. Eg: Newspaper in hotel rooms is a expectation by guests but perceived as not imp by the management of Hotel.
Gap 3: Poor Delivery Gap between Service quality specifications and service quality delivery
Perceived service could be different than delivered service due to gap in any of the 4 given gaps
Expected Service
GAP 5 Customer Perceived Service GAP 4 External Communication to Customers
Marketer GAP 1
Service Delivery
GAP 3 Translation of Perception into Service Quality Specification GAP 2 Management Perception of Consumer Expectation
Reliability 5 Items Assurance 4 Items Tangibles 4 Items Empathy 5 Items Responsiveness 4 Items
Use of SERVQUAL Helps to determine the gap between customer expectation and perception for each service attribute Helps assess Co service quality with respect to each of the 5 SD Helps analyze the total service score of each service attribute Track customer expectations and perceptions over a period Compare SERVQUAL score with competitors Assess internal service quality
Customer Service
Activities involved to ensure that products or services are delivered to customers on time and in correct quantities Relationship between customer and staff Provision of after sales service Complaints handling and redressal Pre Transaction Elements Transaction Elements Post Transaction Elements
Tips to provide Customer Delight Limit Options Make it easy for customers to find their way to facility Have established sequence of serving all customers Make it easy for guests to interact with associates Put customers at ease Make the waiting a delightful experience Train associates to sell Anticipate guest needs Improve service Delivery by practice
1
Customer Complaint
Only 4 out of 10 dissatisfied customers complain A unsatisfied customer does go empty handed but not empty headed. He will spread the bad word of mouth and the impact of this will be twice the impact of advertising. What do unhappy customers want? Customers want what they were promised Customers want personal attention Customers want decent apology Customers want they should be treated as a King