"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.
Quality visualization in your company
Using ConceptDraw quality mind maps is a perfect addition to quality visualization in your company.Quality Mind Maps
ConceptDraw map templates are great starting points to identify, track, and address quality initiatives in your organization.The best Quality Mind Maps software
ConceptDraw MindMap is the best Quality mind mapping software. It lets you easily identify the critical points during a conference call.Quality
This solution extends ConceptDraw PRO v9 and ConceptDraw MINDMAP v7 with Quality Management Diagrams (Total Quality Management Diagrams, Timelines, Workflows, Value Stream Maps) and Mind Maps (Presentations, Meeting Agendas, Problem to be solved).
Quality Mind Map
This solution extends ConceptDraw MINDMAP software with Quality Management Mind Maps (Presentations, Meeting Agendas, Problem to be solved).
Mind Maps at work for Quality Managers
ConceptDraw MINDMAP preserves total quality management and helps bring out the best in your products and services.Steel Presentation
Presentation with Steel style in ConceptDraw PRO with illustrations and notes from mind map document.Quality Criteria MindMap
Quality Management Mind Maps - Presentations, Meeting Agendas, Problem will be solved.The visual form of mind maps is helpful in all stages of quality management, from describing problem to describing and documenting a decision.
Block Diagram Creator
A block diagram is a diagram of a system in which the principal parts or functions are represented by blocks connected by lines that show the relationships of the blocks. ConceptDraw PRO diagramming and vector drawing software extended with Block Diagrams Solution from the "Diagrams" Area is a powerful Block Diagram Creator.Competitor Analysis
Competitor analysis is a first and obligatory step in elaboration the proper corporate marketing strategy and creating sustainable competitive advantage. Use powerful opportunities of numerous solutions from ConceptDraw Solution Park for designing illustrative diagrams, charts, matrices which are necessary for effective competitor analysis.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.Total Quality Management Definition
Total quality management is the one known to be consisting of some organization-wide efforts put in order to install and to make some climate in which this organization can continuously improve its ability to deliver the high-quality products and services to its customers permanently.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.Mind Map - Quality Structure
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