logo share us

SERVQUAL Model

   

Definition: the SERVQUAL Model is an empiric model by Zeithaml, Parasuraman and Berry to compare service quality performance with customer service quality needs.
It is used to do a gap analysis of an organization's service quality performance against the service quality needs of its customers.
That's why it's also called the GAP model.
It takes into account the perceptions of customers of the relative importance of service attributes. This allows an organization to prioritize.
The main aspects of service quality are RATER: Reliability, Assurance, Tangibles, Empathy, and Responsiveness.


   
   
💡

Learn more about the SERVQUAL Model.



More on customer services: Customer Service, Mystery Shopper.

You may also like: Full-time MBA, Executive MBA, Executive Education, Online MBA.



MBA Brief offers concise, yet precise definitions of concepts, methods and models as taught in a study Master of Business Administration.

We like to keep things short, and provide links to learn more about your subject.


add us to your desktop

Add MBA Brief to your desktop / iPad

   

© 2024 MBA Brief - Last updated: 28-3-2024  -  Privacy   |   Terms