Question

QUALITY MANAGEMENT

Describe in detail the application of service quality dimensions (Parasuraman, Zeithamel, and Berry) :

i. in providing high-quality services

ii. in meeting/exceeding customer expectations (through service quality gap)

Answer 1

The Service Quality Model that was designed by Parasuraman, Zeithamal, and Berry is a model that helps analyze the service provided to the customer and the customer's satisfaction level. It helps the company gain an advantage by providing those services to the consumer to fulfill their needs and demands.  

1)This Model helps provide the company an insight into how to provide excellent service to the customer by analyzing their demands and creating a product or service that can satisfy their needs. Because of this, the company can take a competitive advantage and can attract more customers by providing excellent services.

2) The Service Quality gap model demands a company to provide the right quality products. The product manager must check the quality of the Product and supply them to the customer. The customer wants not only good quality products but also want excellent quality services. If a company wants to survive in a competitive market, it should provide the right quality product and superior quality services to attract more customers. This can leads to an increase in the customer base of the company.

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