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Last year some students in your senior batch asked me these questions.
a. What constitutes a dimension in a service? For example, if I am looking for
empathy from a web based service, is it correct? If yes, then what constitutes
empathy in a web based service?
b. How do we differentiate between empathy of the outcome quality and
empathy of the process quality and then again, empathy of the physical
evidence quality?
c. Are we essentially nit picking? Is it worth to look at service quality so deeply?
Lets look at each of the issues one by one.
a. This perhaps is one of the most difficult issues. Are all dimensions of service
relevant to all services? On impulse, it is perhaps most natural to say no. But let
us look at each dimension more carefully
Reliability: Ability to perform the service dependably and accurately. This has
connotations to the expertise of the service provider. In a web based service
due to less variability expectations on this issue may be high, however,
whether it is actually so depends on your needs and the way the service is
designed! For example, I buy a lot of stuff on rediff shopping. In one such
purchase, I was supposed to get a product by courier. The product got
misplaced by the courier service and then the website people washed their
hands saying that they are not responsible for delivery! As far as they are
concerned, they have dispatched the product and that I need to follow up with
the courier to get the product safely delivered. So, what happened to
reliability? Let me give another example. I have taken up two policies from
ICICI Pru. When I shifted from BBI to JAM, I was tied up in other issues and
therefore, could not contact the guys in BBI and wanted to do it in JAM. I
looked up the website for details of the address and telephone number. When I
tried to contact them on this the guys had changed their address and nobody
knew where the new office was. So again the question of Reliability? So what
I want to say is that in these very two different situationsone where an
actual product was involved, and another where I sought information, the
reliability of the web based service was low. Reliability of services on human
platform is perhaps easier to understand.
Assurance: Ability to convey trust, credibility, courtesy and security: At a first
glance, it appears that assurance and reliability perhaps measure the same
thing. However, assurance is more a measure of the question how much can
you clear my doubts or rather how safe am I in your hands, while
reliability discusses the result of the service i.e. how accurate are you? A
waitress in a Fast Food Counter can perhaps be reliable, but I wonder whether
she can clear my doubts about the ingredients that go into making the dish? In
a web based service assurance (or the lack of it) is reflected in the fact that
two out of every 3 users abandon a site that asks for personal information. It
can also manifest it self in doubts about the security of the transaction and
I however, agree that all the factors will not be relevant in one moment of truth.
This is the reason I am asking you to see several moments of truth.
b. Now let us tackle the 2nd issue i.e. how do we differentiate between a dimension
that is relevant to outcome quality with the same dimension that is relevant to
process or transaction quality or for that matter with the physical evidence
quality
First, let us look at the types of quality. Outcome quality deals mostly with the
core service. In case of a laundry, it is getting clean & ironed clothes.
Transaction Quality is to do with how the Dhobi behaves. Again refer to
DILLIGAD. How many times you have heard the guy is good, but it is
easier to get God than him. For instance, my father refused to go to the best
doctor in town, simply because the guy was rude. My father chose to die (and
he did!) but refused to go to him! Physical evidence quality again got to do
with Facilitating services. For example, in case of academics, how good are
the classroom facilities. In case of hotels, how impressive is the location, or
lobby design. Or in case of the Dhobi, how impressive is his outlet? Now let
us look at each individual dimension for each of the service quality parameter.
a. Reliability: This is perhaps the easiest. Let us take the dhobi example.
An outcome reliability would be does he give me clean and well
ironed clothes each time I ask? A process reliability would be does he
give the clothes on time every time? And a physical evidence
reliability, is does he use machines every time? Let me give another
personal example. I had got my dues from SPJAIN in two cheques. I
deposited the same in SBI, XLRI branch. For some reason, one cheque
was cleared in 2 days and the other got cleared in 21 days. They said
that one was a local cheque and the other was outstation. Both cheques
were drawn on the same bank and by the same person, only deposited
on two different dates. Therefore, while the outcome was reliable (i.e. I
got my money), the process was not reliable.
b. Assurance: This is a little more difficult. Assurance has to do with
expertise. Let us take the example of the Income Tax refunds. In this,
we do have the assurance of the outcome, but as to assurance of the
process is unknown. Similarly if you have ever purchased a book on
Amazon.com, one way they try to take care of the process assurance is
by telling you when to expect your book! Similarly a physical
evidence assurance is perhaps getting the same table each time you
visit a restaurant. Another process based assurance is a grumpy
dhobi or even a grumpy shop assistant.
c. Empathy: This becomes more important in a Service Recovery
situation. However, even in a normal service encounter one can
visualize empathy. Do I treat students as morons or as human beings? I
may be an outstanding teacher, but do I come across as caring? So,
does it affect the outcome? Again, is the process such that it can accept
variability? Does the process deal with each student as a human being
or a roll number? And thirdly, is the aesthetics of the physical
environment such that it sends caring signals to the customer. Is the
dcor cheerful, does it go to increasing customer confidence? As an
example, I do not believe any person at XLRI would be biased against