Diploma in Tourism Management

DUSMAHOMED Goolamally 2012

Definition of service quality. (3definition with references) I. Service Quality is the gap between the customer satisfaction and the customer perception on the service received. (Parashuramen et al., 1985) II. Service quality is a measure between service perceptions as well as expectations. (Parasuraman and al) Quality of a given service will be the outcome of an evaluation process, where the consumer compares his expectations with the service he perceives he has received. The result of this process will be the perceived quality of the service (Gronroos, 1984, p.37)

III.

Determinance of service quality. (3 by Goonroos and elaborate) I. Technical quality of outcome Technical quality is the quality of what consumer actually receives as a result of his/her interaction with the service rm and is important to him/her and to his/her evaluation of the quality of service. II. Functional quality of the service counter Functional quality is how he/she gets the technical outcome. This is important to him and to his/her views of service he/she has received Corporate image Image is very important to service rms and this can be expected to built up mainly by technical and functional quality of service including the other factors (tradition, ideology, word of mouth, pricing and public relations)

III.

1|Page

Diploma in Tourism Management

DUSMAHOMED Goolamally 2012

Determinance of service quality(modified). (11 modified and elaborate) I. Reliability It is the ability to perform the promised service in a dependable and accurate manner. The service is performed correctly on the first occasion, the accounting is correct, records are up to date and schedules are kept. II. Responsiveness Responsiveness refers to the readiness and willingness of employees to help customers in providing prompt timely services. Willingness and readiness to perform services. Competence Competence is the possession of the required skills and knowledge to perform the service. Understanding Making an effort to understand the customer's individual needs, providing individualized attention, recognizing the customer when they arrive and so on. This in turn helps in delighting the customers i.e. rising above the expectations of the customer. Access Access refers to approachability and ease of contact. Communication Communication means both informing customers in a language they are able to understand and also listening to customers. A company may need to adjust its language for the varying needs of its customers. Information might include for example, explanation of the service and its cost, the

III.

IV.

V.

VI.

2|Page

Diploma in Tourism Management

DUSMAHOMED Goolamally 2012

relationship between services and costs and assurances as to the way any problems are effectively managed. VII. Coutesy Courtesy refers to factors such as politeness, respect, consideration and friendliness of the contact personnel; consideration for the customer's property and a clean and neat appearance of contact personnel. Credibility Credibility refers to factors such as trustworthiness, belief and honesty. It involves having the customer's best interests at prime position. It may be influenced by company name, company reputation and the personal characteristics of the contact personnel Security Security represents the customer being free from danger, risk or doubt including physical safety, financial security and confidentiality. Tangible Tangibles are the physical evidence of the service, for instance, the appearance of the physical facilities, tools and equipment used to provide the service; the appearance of personnel and communication materials and the presence of other customers in the service facility.

VIII.

IX.

X.

3|Page