SERVQUAL MODEL FOR

LOGISTIC INDUSTRY

Presented by
Pallavi
Sonali
Feelia
Sunil
Anurag
Introduction

 An Approach to manage business process in order to ensure

customer satisfaction
Greater the performance , Greater are the expectations
SERVQUAL - A Service quality framework
SERVQUAL is measured originally on 10 aspects of service quality
SERVQUAL as a Measuring tool

 In 1988 the 10 components were collapsed into five

dimensions (R.A.T.E.R)
Five dimensions:
- Reliability
- Assurance
- Tangibles
- Empathy
- Responsiveness
R.A.T.E.R For Logistics Industry

 Reliability – the customer’s commitment to a particular delivery

service provider
 Assurance – the expectation of staff having high quality and
professional level in the process of work
 Tangibility – the service provided such as price , packaging and
distribution
 Empathy – way through a variety of time , to arrange and
customer's advice to satisfy customer
 Responsiveness – refers to the customer’s requirements and
customer expectation
SERVQUAL GAP MODEL
SERVQUAL GAPS For Logistics Industry

 Gap 1: customers expectations Vs. management perception about customers

expectation
 Gap 2: Management’s perceptions of customer expectation Vs. translation of
those perceptions into service quality specifications and design
 Gap 3: standards of service quality Vs. the actual service delivered to customers
 Gap 4: Services delivered to the customers Vs. promise made to the customers
 Gap 5 (customer gap) : customer expectations Vs. perceptions
Causes For the gaps
 Gap 1:
- Poorly interpreted information about customer’s expectation
- Research not focussed on demanded quality by customers
 Gap 2:
- Inadequate commitment to service quality
- Absence of goal setting
 Gap 3:
- Poor employee or technology fit
- Lack of team work within the organisation and too much little control
 Gap 4:
- Over promising in external communication campaign
- Failure to manage customer expectations
 Gap 5:
- cultural background , lifestyle , personality
- Information available online
ADVANTAGES OF SERVQUAL MODEL

 Enables assessing service quality from the customer’s perspective

 Tracking Customer’s expectations and perceptions Overtime
 Enables comparison to competitors on common aspects
 Assessing the expectations and perceptions of Internal customers
Disadvantages of SERVQUAL

 Lack of uniform applicability of the method for all service sectors

 Criticism on use of expectations in service quality
 Do not measure service outcome perceptions.