๐ฆ๐๐ฅ๐ฉ๐ค๐จ๐๐ 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. ๐ง๐ฎ๐ป๐ด๐ถ๐ฏ๐น๐ฒ๐: 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. ๐ฅ๐ฒ๐น๐ถ๐ฎ๐ฏ๐ถ๐น๐ถ๐๐: This dimension refers to the ability of the service provider to deliver the service consistently and dependably.
3. ๐ฅ๐ฒ๐๐ฝ๐ผ๐ป๐๐ถ๐๐ฒ๐ป๐ฒ๐๐: 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. ๐๐๐๐๐ฟ๐ฎ๐ป๐ฐ๐ฒ: This dimension refers to the knowledge and courtesy of the service providers and their ability to inspire trust and confidence in the customers
5. ๐๐บ๐ฝ๐ฎ๐๐ต๐: This dimension refers to the extent to which the service provider understands and is responsive to the customersโ 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.