Unformatted text preview: ns (experiences) Scale reflects the respondent’s “zone of tolerance” or
the range of the company’s performance between
“acceptable” and “desired” service levels (i.e.,
quality of the service encounter)
copyright Art Weinstein, Ph.D., 2011 4 5 Dimensions of Service Quality Reliability – perform promised service dependably Responsiveness – provide prompt service
Responsiveness provide Assurance – employees’ knowledge, courtesy and
ability to inspire trust and confidence
ability Tangibles – facilities, equipment and appearance of
personnel Empathy - caring, individualized attention to
copyright Art Weinstein, Ph.D., 2011
copyright 5 SERVQUAL Model - Gap Anal...
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This document was uploaded on 02/14/2014 for the course CRM 3550 at Nova Southeastern University.
- Fall '14