The components of service quality and the gap in service quality, is describes by various
SERVQUAL
experts with five components: Reliability
(ability to perform the service dependably, accurately, and
consistently), Responsiveness
(providing prompt service), Assurance (knowledge and courtesy of
employees and their ability to convey trust and confidence), tangibility
(physical appearance of facilities
through equipment, personnel, and communication materials), empathy
(through caring, individual attention
which the company provides its customers)
Eight Quality Management Perspectives
and philosophies in Service Industry are as follows;
QMP 1: Focus on customer through conformance and exceed customer expectations
QMP 2: Develop internal Leadership with proactive approach of common decision-making Team with
demarcated purpose, direction and involvement
QMP 3: People commitment and engagement in work
QMP 4: Foundation of Total Quality throughout the organization
QMP 5: Efficiency on System and Process Approach
QMP 6: Competitiveness on Improvement
QMP 7: Make Decision on data driven
QMP 8: Concept of application in Relationship Management.
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