The Servqual and Gap Analysis Concepts - Coursework Example

According to the servqual approach the spheres of service quality can be described in terms of (1) Tangibles: “Appearance of physical facilities, equipment, personnel and communication materials"(2) Reliability: "Ability of the organization to perform the promised service dependably and accurately....

hellip; These explanations and elucidations are drawn from the examination and analysis of anointed bibliography in the research area of service quality where in the methodological approaches deployed by various researchers have been examined and briefly stated herein.... This analysis can also help identify the negative gaps in service quality from expected levels as well as determine as to which SERVQUAL dimensions are critical in determining the level of success this type of company will experience in the marketplace....

The concept of Service Profit Chain tends to explain that most of the leading companies across the globe try and maintain their leadership position by managing a quantifiable set of relationships that directly links profits and growth to customer loyalty and satisfaction, employee loyalty and satisfaction, and productivity....

The assignment"All Constitutes Of Successful Service Delivery" analyses of all constitutes of successful service delivery as this industry is dependant on the quality of the service a company provides.... hellip; Formation of the customer expectation of services takes place during pre and post consumption stages....

Modification of the 1991 version of the servqual method would aim at the reduction of ambiguity in expectations definition and unstable dimensionality (Babakus and Boller 1992; Carman 1990; Cronin and Taylor 1992).... To identify these additional dimensions factor analysis would be conducted on variables (factors) to identify relevant and critical factors.... Since the special events segment within the entertainment industry has the peculiarities associated with it of being entirely people processing and providing mental stimulation, the primary objective of the proposed study would be to develop a modified servqual-based instrument… This research addresses the primary issue if there are identifiable key service characteristics associated with special event organizations that can be used to predict and improve While examining this issue the other questions which this research seeks to answer are: Is the current servqual instrument an effective overall measure of perceived service quality for special events organizations; if the answer to the first question is “No”, can new dimensions be added to make servqual more effective for measuring customers' perceived service quality of special events and can such an adapted and modified servqual instrument be generalized for measuring perceived service quality of special events' offerings?...

Exploratory factor analysis and regression analysis were carried out.... The research gap identified by the author in this... “An Empirical Investigation of Perceptions of Customers About Quality of Services Offered by Public and Private Sector Banks....

By adopting quantitative method to research study, the researcher aims to identify the gap between customers' expectations and customers' perceptions towards Al-Khalij Bank's services.... Strategists and business managers failed to identify the factor that greater customer satisfaction would lead to greater profitability....

The study “The 5 Gaps Model for Proper Drawbacks Identification in Retail Services” focuses on all aspects of service quality and weaknesses of the fashion retail store “Primark” to allow a correct strategy to be elaborated by the head of the customer sales branch for refining its services....