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"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.
Block diagram
Block diagram, block diagram,
Used Solutions

block diagram, function blocks Block Diagrams

block diagram, function blocks
Block diagrams solution extends ConceptDraw PRO software with templates, samples and libraries of vector stencils for drawing the block diagrams.

fishbone diagram, Ishikawa diagram, cause and effect analysis Fishbone Diagram

fishbone diagram, Ishikawa diagram, cause and effect analysis
Fishbone Diagrams solution extends ConceptDraw PRO software with templates, samples and library of vector stencils for drawing the Ishikawa diagrams for cause and effect analysis.

Process Flowchart

business process flowcharts, flowchart symbols, process flow diagram, workflow diagram, flowchart maker
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.
How To Create a Process Flow Chart (business process modelling techniques)
How To Create a Process Flow Chart (business process modelling techniques)

fishbone diagram, Ishikawa diagram, cause and effect analysis Fishbone Diagrams

fishbone diagram, Ishikawa diagram, cause and effect analysis
The Fishbone Diagrams solution extends ConceptDraw PRO v10 software with the ability to easily draw the Fishbone Diagrams (Ishikawa Diagrams) to clearly see the cause and effect analysis and also problem solving. The vector graphic diagrams produced using this solution can be used in whitepapers, presentations, datasheets, posters, and published technical material.

Organizational Structure Total Quality Management

Organizational Structure Total Quality Management
The Total Quality Management Diagram solution helps you and your organization visualize business and industrial processes. Create Total Quality Management diagrams for business process with ConceptDraw software.

total quality management, TQM, TQM Diagram Software, TQM Diagram, TQM Diagram Tool, TQM Diagram Examples Total Quality Management TQM Diagrams

total quality management, TQM, TQM Diagram Software, TQM Diagram, TQM Diagram Tool, TQM Diagram Examples
Total Quality Management Diagrams solution extends ConceptDraw PRO software with samples, templates and vector stencils library for drawing the TQM flowcharts.

entity-relationship diagram, ER-diagram, database ERD Entity-Relationship Diagram (ERD)

entity-relationship diagram, ER-diagram, database ERD
Entity-Relationship Diagram (ERD) solution extends ConceptDraw PRO software with templates, samples and libraries of vector stencils from drawing the ER-diagrams by Chen's and crow’s foot notations.

interactive voice response system, IVR Interactive Voice Response Diagrams

interactive voice response system, IVR
Interactive Voice Response Diagrams solution extends ConceptDraw PRO v10 software with samples, templates and libraries of ready-to-use vector stencils that help create Interactive Voice Response (IVR) diagrams illustrating in details a work of interactive voice response system, the IVR system’s logical and physical structure, Voice-over-Internet Protocol (VoIP) diagrams, and Action VoIP diagrams with representing voice actions on them, to visualize how the computers interact with callers through voice recognition and dual-tone multi-frequency signaling (DTMF) keypad inputs.

telecommunication networking, networking and telecommunications, telecommunications network, computer systems networking and telecommunications Telecommunication Network Diagrams

telecommunication networking, networking and telecommunications, telecommunications network, computer systems networking and telecommunications
Telecommunication Network Diagrams solution extends ConceptDraw PRO software with samples, templates, and great collection of vector stencils to help the specialists in a field of networks and telecommunications, as well as other users to create Computer systems networking and Telecommunication network diagrams for various fields, to organize the work of call centers, to design the GPRS networks and GPS navigational systems, mobile, satellite and hybrid communication networks, to construct the mobile TV networks and wireless broadband networks.

data flow diagram, DFD templates Data Flow Diagrams (DFD)

data flow diagram, DFD templates
Data Flow Diagrams solution extends ConceptDraw PRO software with templates, samples and libraries of vector stencils for drawing the data flow diagrams (DFD).

draw pie chart, draw donut chart Pie Charts

draw pie chart, draw donut chart
Pie Charts are extensively used in statistics and business for explaining data and work results, in mass media for comparison (i.e. to visualize the percentage for the parts of one total), and in many other fields. The Pie Charts solution for ConceptDraw PRO v10 offers powerful drawing tools, varied templates, samples, and a library of vector stencils for simple construction and design of Pie Charts, Donut Chart, and Pie Graph Worksheets.

Flowchart Symbols Accounting. Activity-based costing (ABC) flowchart

Flowchart Symbols Accounting. Flowchart Design
This flow chart example represent activity-based costing flowchart (ABC flowchart): resource-catagories, resource cost drivers, activities, activity cost drivers, cost objects, direct materials, direct labour. This sort of accounting flowcharts intended to explain how costs distributed between company units and departments. There is only way to clearly explain activity-based cost distribution - create cost diagram demonstrating cost distribution relations and logics. ConceptDraw PRO is special software with accounting flowchart symbols and flowchart stencils for effective drawing activity-based cost flowcharts (ABC-flowcharts).
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▸ ConceptDraw Solution Park ▸ Quality Mind Map ▸
▸ ConceptDraw Solution Park ▸ Value Stream Mapping ▸
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