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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

Diagrams Mean Nothing

Diagrams mean nothing
You are probably familiar with diagrams. But have you ever thought that they are useless? This article will explain you why.

Total Quality Management with ConceptDraw

Total quality management (TQM) method - Fishbone diagram template
Total Quality Management (TQM) system is the management method where the confidence in quality of all organization processes is placed foremost. The given method is widely used in production, in educational system, in government organizations and so on.

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.

baseball, baseball field, baseball field dimensions, baseball diamond, baseball diamond dimensions, baseball offense, baseball illustration, baseball positions, baseball diagram Baseball

baseball, baseball field, baseball field dimensions, baseball diamond, baseball diamond dimensions, baseball offense, baseball illustration, baseball positions, baseball diagram
The Baseball Solution extends ConceptDraw PRO v9.5 (or later) software with samples, templates, and libraries of vector objects for drawing baseball diagrams, plays, and illustrations. It can be used to make professional looking documents, presentations,

basketball, basketball court, football field, baskettball court dimensions, offense, defense, bsketball plays, basketball diagram Basketball

basketball, basketball court, football field, baskettball court dimensions, offense, defense, bsketball plays, basketball diagram
The Basketball Solution extends ConceptDraw PRO v9.5 (or later) software with samples, templates, and libraries of vector objects for drawing basketball diagrams, plays schemas, and illustrations. It can be used to make professional looking documents, pre

ice hockey field, ice hockey rink diagram, ice hockey rink layout, hockey rink, hockey rink dimensions, hockey tactic, ice hockey tactic Ice Hockey

ice hockey field, ice hockey rink diagram, ice hockey rink layout, hockey rink, hockey rink dimensions, hockey tactic, ice hockey tactic
The Ice Hockey Solution extends the capabilities of ConceptDraw PRO v9.5 (or later) with samples, templates, and libraries of vector objects for drawing hockey diagrams, plays schemas, and illustrations. The Ice Hockey Solution can be used to make polishe

Cross-Functional Flowchart

Cross-Functional Flowchart. flowchart maker
Cross-Functional Flowchart - to draw cross functional process maps is by starting with a cross-functional flowchart samples and templates. Easy to draw sample cross functional Process Flow Diagrams. Using a Cross-Functional flowchart is a clear way of showing each team member’s responsibilities and how processes get shared or transferred between different teams and departments.
Use cross-functional flowcharts to show the relationship between a business process and the functional units (such as departments) responsible for that process. To create it use the best flowchart maker of ConceptDraw PRO.
How to Draw a Cross Functional Flowchart using visio alternative ConceptDraw PRO as visio for mac
How to Draw a Cross Functional Flowchart using visio alternative ConceptDraw PRO as visio for mac

Restaurants and cafes are popular places for recreation, relaxation, and are the scene for many impressions and memories, so their construction and design requires special attention. Restaurants must to be projected and constructed to be comfortable and e Cafe and Restaurant Floor Plans

Restaurants and cafes are popular places for recreation, relaxation, and are the scene for many impressions and memories, so their construction and design requires special attention. Restaurants must to be projected and constructed to be comfortable and e
Restaurants and cafes are popular places for recreation, relaxation, and are the scene for many impressions and memories, so their construction and design requires special attention. Restaurants must to be projected and constructed to be comfortable and e

playground layout Sport Field Plans

playground layout
Construction of sport complex, playgrounds, sport school, sport grounds and fields assumes creation clear plans, layouts, or sketches. In many cases you need represent on the plan multitude of details, including dimensions, placement of bleachers, lighting, considering important sport aspects and other special things.

office layout, office ideas, office concepts, small office design, office floor plans, office layout ideas, home office ideas, home office design ideas Office Layout Plans

office layout, office ideas, office concepts, small office design, office floor plans, office layout ideas, home office ideas, home office design ideas
Office layouts and office plans are a special category of building plans and are often an obligatory requirement for precise and correct construction, design and exploitation office premises and business buildings. Designers and architects strive to make office plans and office floor plans simple and accurate, but at the same time unique, elegant, creative, and even extraordinary to easily increase the effectiveness of the work while attracting a large number of clients.

process plant layout and piping design, plant design software, plant layout software, power plant design, plant design, plant layout design Plant Layout Plans

process plant layout and piping design, plant design software, plant layout software, power plant design, plant design, plant layout design
This solution extends ConceptDraw PRO v.9.5 plant layout software (or later) with process plant layout and piping design samples, templates and libraries of vector stencils for drawing Plant Layout plans. Use it to develop plant layouts, power plant desig

Venn Diagram Examples for Problem Solving. Environmental Social Science. Human Sustainability Confluence

venn diagram problem solving example - human sustainability confluence
The Venn diagram example below shows sustainable development at the confluence of three constituent parts.
Create your Venn diagrams for problem solving in environmental social science using the ConceptDraw PRO diagramming and vector drawing software extended with the Venn Diagrams solution from the area "Diagrams" of ConceptDraw Solution Park.

cross-functional flowchart template, flowchart, example business process flow Cross-Functional Flowcharts

cross-functional flowchart template, flowchart, example business process flow
Cross-functional flowcharts are powerful and useful tool for visualizing and analyzing complex business processes which requires involvement of multiple people, teams or even departments. They let clearly represent a sequence of the process steps, the order of operations, relationships between processes and responsible functional units (such as departments or positions).
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