"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.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 Processes
The most worked out and commonly used methodology of business processes description is IDEF methodology. Besides business processes it allows to describe functional blocks, for example production and marketing. ConceptDraw lets creation of business processes description using IDEF0 and IDEF2 methods.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.Business diagrams & Org Charts with ConceptDraw PRO
Business flowcharting tool helps you create a flowchart with minimal effort. With ConceptDraw you can make a flowchart, draw data flow diagrams, orgchart professional, process flow diagrams etc - without any prior knowledge or training.- Block diagram - Gap model of service quality | Business Process ...
- Block diagram - Gap model of service quality | Business Process ...
- Business Process Modeling | Choreography BPMN 2.0 diagram ...
- Workflow Process Example | Business Process Modeling Tools ...
- Business Process Diagram | Business Process Modeling with ...
- Business Process Modeling Resume |
- Business Process Diagram | Business Process Modeling Notation ...
- Fishbone Diagram | Workflow Process Example | How To Create a ...
- Business Process Modeling Software for Mac | Design elements ...
- Business Process Diagram | Business Process Modeling Software ...
- Business Process Diagram |
- Business Process Diagram | Rapid UML | ConceptDraw Solution Park
- Business Process Diagram
- Business Process Modeling with ConceptDraw | Business Process ...
- Collaboration BPMN diagram - Application handling and invoicing ...
- Business Diagram Software | Best Vector Drawing Application for ...
- Creating a Simple Flowchart | Business Process Modeling Software ...
- Create Block Diagram | Basic Diagramming | Block Diagrams |
- Business Process Diagram
- Business Process Elements: Expanded Objects | Business Process ...
- ERD | Entity Relationship Diagrams, ERD Software for Mac and Win
- Flowchart | Basic Flowchart Symbols and Meaning
- Flowchart | Flowchart Design - Symbols, Shapes, Stencils and Icons
- Flowchart | Flow Chart Symbols
- Electrical | Electrical Drawing - Wiring and Circuits Schematics
- Flowchart | Common Flowchart Symbols
- Flowchart | Common Flowchart Symbols