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    Service Quality Process: Dr. Shilpa Bhakar

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    Isha Jain
    This document outlines Dr. Shilpa Bhakar's service quality process model. The model shows that management first perceives the desired service quality, which is then communicated internally through marketing. Employees' perceptions of desired quality are also analyzed. Service quality expectations are interpreted and executed. Customers then evaluate the experienced service quality compared to their expected quality, which can be under, confirmed, or over quality. The document also mentions that SERVQUAL uses a 21-22 item, 7 point scale to measure service quality.

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    Service Quality Process: Dr. Shilpa Bhakar

    Uploaded by

    Isha Jain
    10 views4 pages
    This document outlines Dr. Shilpa Bhakar's service quality process model. The model shows that management first perceives the desired service quality, which is then communicated internally through marketing. Employees' perceptions of desired quality are also analyzed. Service quality expectations are interpreted and executed. Customers then evaluate the experienced service quality compared to their expected quality, which can be under, confirmed, or over quality. The document also mentions that SERVQUAL uses a 21-22 item, 7 point scale to measure service quality.

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    Service Quality Process

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    This document outlines Dr. Shilpa Bhakar's service quality process model. The model shows that management first perceives the desired service quality, which is then communicated internally through marketing. Employees' perceptions of desired quality are also analyzed. Service quality expectations are interpreted and executed. Customers then evaluate the experienced service quality compared to their expected quality, which can be under, confirmed, or over quality. The document also mentions that SERVQUAL uses a 21-22 item, 7 point scale to measure service quality.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    10 views4 pages

    Service Quality Process: Dr. Shilpa Bhakar

    Uploaded by

    Isha Jain
    This document outlines Dr. Shilpa Bhakar's service quality process model. The model shows that management first perceives the desired service quality, which is then communicated internally through marketing. Employees' perceptions of desired quality are also analyzed. Service quality expectations are interpreted and executed. Customers then evaluate the experienced service quality compared to their expected quality, which can be under, confirmed, or over quality. The document also mentions that SERVQUAL uses a 21-22 item, 7 point scale to measure service quality.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 4

    SERVICE QUALITY

    PROCESS
    DR. SHILPA BHAKAR
    SERVICE QUALITY PROCESS - GRONROOS
    MGMT PERCEPTION OF
    DESIRED SERVICE
    QUALITY

    INTERNAL MKTING OF QUALITY INTERNAL ANALYSIS OF EMPLOYEE


    SPECIFICATIONS & PERFORMANCE PERCEPTIONS OF DESIRED
    QUALITY & PERFORMANCE

    EXTERNAL EMPLOYEE PERCEPTION OF TRADITIONAL DEMAND


    MKTING DESIRED SERVICE QUALITY ANALYSIS & QUALITY
    CONTROL MEASUREMENTS

    INTERPRETATION
    EXECUTION OF
    OF EXPECTED
    SERVICE
    QUALITY

    EVALUATION = PERCEIVED EXPERIENCED


    EXPECTED QUALITY
    SERVICE QUALITY QUALITY
    SERVICE QUALITY PROCESS - GRONROOS

    • Customer Evaluation Service Quality


    Outcomes
    • Under Quality or Bad Quality
    • Confirmed Quality or Acceptable Quality
    • Positively Confirmed Quality or Good Quality
    • Over Quality or Delighted Quality
    SERVQUAL SCALE- 21-22 ITEMS, 7 POINT
    SCALE

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