𝗦𝗘𝗥𝗩𝗤𝗨𝗔𝗟 is a widely used model for measuring and evaluating service quality. It was developed by Zeithaml, Parasuraman, and Berry in the 1980s. SERVQUAL consists of five dimensions that are used to assess service quality:
1. 𝗧𝗮𝗻𝗴𝗶𝗯𝗹𝗲𝘀: This dimension refers to the physical aspects of the service, such as the appearance of the service facility, equipment, and personnel.
Reliability: This dimension refers to the ability of the service provider to deliver the service consistently and dependably.
2. 𝗥𝗲𝗹𝗶𝗮𝗯𝗶𝗹𝗶𝘁𝘆: This dimension refers to the ability of the service provider to deliver the service consistently and dependably.
3. 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝘃𝗲𝗻𝗲𝘀𝘀: This dimension refers to the willingness of the service provider to help customers and provide prompt service.
Assurance: This dimension refers to the knowledge and courtesy of the service providers and their ability to inspire trust and confidence in the customers.
4. 𝗔𝘀𝘀𝘂𝗿𝗮𝗻𝗰𝗲: This dimension refers to the knowledge and courtesy of the service providers and their ability to inspire trust and confidence in the customers
5. 𝗘𝗺𝗽𝗮𝘁𝗵𝘆: This dimension refers to the extent to which the service provider understands and is responsive to the customers’ needs and concerns.
These five dimensions are used to evaluate the quality of service provided by a company, and can help companies identify areas where improvements can be made to enhance their overall service quality.