"Dimensions of service quality.
A customer's expectation of a particular service is determined by factors such as recommendations, personal needs and past experiences. The expected service and the perceived service sometimes may not be equal, thus leaving a gap. The service quality model or the ‘GAP model’ developed by a group of authors- Parasuraman, Zeithaml and Berry at Texas and North Carolina in 1985 , highlights the main requirements for delivering high service quality. It identifies five ‘gaps’ that cause unsuccessful delivery. Customers generally have a tendency to compare the service they 'experience' with the service they 'expect' . If the experience does not match the expectation , there arises a gap. Ten determinants that may influence the appearance of a gap were described by Parasuraman, Zeithaml and Berry. in the SERVQUAL model: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding the customer and tangibles.
Later, the determinants were reduced to five: tangibles; reliability; responsiveness; service assurance and empathy in the so called RATER model." [Service quality. Wikipedia]
The block diagram example "Gap model of service quality" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Block Diagrams solution from the area "What is a Diagram" of ConceptDraw Solution Park.
A customer's expectation of a particular service is determined by factors such as recommendations, personal needs and past experiences. The expected service and the perceived service sometimes may not be equal, thus leaving a gap. The service quality model or the ‘GAP model’ developed by a group of authors- Parasuraman, Zeithaml and Berry at Texas and North Carolina in 1985 , highlights the main requirements for delivering high service quality. It identifies five ‘gaps’ that cause unsuccessful delivery. Customers generally have a tendency to compare the service they 'experience' with the service they 'expect' . If the experience does not match the expectation , there arises a gap. Ten determinants that may influence the appearance of a gap were described by Parasuraman, Zeithaml and Berry. in the SERVQUAL model: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding the customer and tangibles.
Later, the determinants were reduced to five: tangibles; reliability; responsiveness; service assurance and empathy in the so called RATER model." [Service quality. Wikipedia]
The block diagram example "Gap model of service quality" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Block Diagrams solution from the area "What is a Diagram" of ConceptDraw Solution Park.
Business Process Modeling Resume
ConceptDraw PRO is a best business processes modeling software for graphical documenting processes of the company.Business Process Modeling Tools
ConceptDraw PRO the best business process modeling tools.contains pre-designed libraries and templates based on the BPMN 2.0 standard that allows to create of both simple and complex (nested) models of processes.The Best Business Process Modeling Software
ConceptDraw PRO is a best business processes modeling software for graphical documenting processes of the company.ConceptDraw has 142 vector stencils in the 8 libraries that helps you to start using Diagramming Software for designing own Business Process Diagrams.
Business Process Modeling Software for Mac
ConceptDraw PRO - business process modeling software for mac offers the Business Process Diagram Solution with powerful tools to help you easy represent the business processes and create the business process diagrams based on BPMN 1.2 and BPMN 2.0 standards that allows to create of both simple and complex (nested) models of processes.There are 16 BPMN 1.2 and BPMN 2.0 stencil libraries containing 230 vector objects: Rapid Draw library, Connections library, Gateways and Artifacts libraries, Data library, Gateways library, Choreographies library, Conversations library, Activities libraries, Events libraries, Expanded Objects libraries, Swim lanes libraries.
Business Process Modeling
ConceptDraw RapidDraw PRO helps create visually document and communicate Business Process (BPMN 2.0) information.Business Process Modeling Notation
ConceptDraw PRO is a software for simplу depicting the business processes based on BPMN 2.0.Business Process Diagrams Cross-Functional-Flowcharts, Workflows, Process Charts, IDEF0 and IDEF2, Timeline, Calendars, Gantt Charts, Business Process Modeling, Audit and Opportunity Flowcharts and Mind Maps (presentations, meeting agendas).
Business Process Modeling Notation Template
Create business process diagrams (BPMN 2.0.) with ConceptDraw using professional looking templates. ConceptDraw is business process improvement tools.Types of Flowchart - Overview
When designing a process or an instruction in clear way, you should consider creating a flowchart. A Process Flow Diagram is the method. You can avoid wasting a lot of time understanding complex concepts as they get clear with different diagrams.Process Flowchart
ConceptDraw is Professional business process mapping software for making process flow diagram, workflow diagram, general flowcharts and technical illustrations for business documents. It is includes rich examples, templates, process flowchart symbols. ConceptDraw flowchart maker allows you to easier create a process flowchart. Use a variety of drawing tools, smart connectors, flowchart symbols and shape libraries to create flowcharts of complex processes, process flow diagrams, procedures and information exchange.Business Process Management
ConceptDraw RapidDraw technology is a simple point-and-click design that helps create professional, presentation-ready business process diagrams quickly and efficiently.Product Overview
ConceptDraw PRO offers a wide choice of powerful and easy-to-use tools for quickly creating all kinds of charts and diagrams. Even if you've never used a drawing tool before, it's very easy to create high-quality professional graphic documents with ConceptDraw PRO.- Block diagram - Gap model of service quality | Business Process ...
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