Week 3: TQM Leadership and Customer
Who Is the Customer? What Are His or Her Needs? (graded)What are the dimensions of service quality? How do these dimensions affect customer perception? How do the quality dimensions, as defined by David Gavin, relate to the dimensions of service quality?
Get Plagiarism-Free and Quality Papers Without Overpaying at Homeworkmavens.com
Responses are listed below in the following order: response, author and the date and time the response is posted. Expand All Sort by Read/Unread Response Author Date/Time Mark as Read Who Is the Customer? What Are His or Her Needs? Rashmikant Govani Email this Author5/17/2015 3:45:03 PM Dimensions of service quality refers to what attributes should be present in the offerings of the service provider so as to make services better as per the requirements of the customers and to make them satisfied and loyal towards the company. The five dimensions are defined by RATER model:
Reliability: this states that service provider should perform the services asper their promise to customers with accuracy
Assurance: service provider should build trust and confidence about the service and company in the minds of the customer
Tangibles: since services are intangible therefore some tangible evidence should be added along with the services
Empathy: company should provide personal attention toward their customers and give individual attention so that they can feel associated not neglected.
Responsiveness: company should be willing to help their customers whenever required with a prompt solution to the problem or need A customer makes the perception on being how they treated and how they are served. Sometimes customer also receives information through various other sources and on the basis of information perception about the services are being made or decided whether services are of quality nature or not. David Garvins dimensions are Performance, Features, Reliability, Conformance, �Durability, Serviceability, Aesthetics, Perceived quality which are related with the service quality dimensions as these are also focusing on how the services should be delivered and what are the various features that attract the customers towards the service provider or how to reduce a gap between perceived and expected services so that competitive edge can be built.
Just in case you need an assignment done, hire us. Using our writing services will make your life easier because we deliver exceptional results. Use us to get an A!