Achieving service quality through gap analysis and a basic statistical approach

Article Abstract:

Gap analysis is a simple method for monitoring quality of service at any point in the consumer-seller transaction. The gap, which refers to the rift between customer expectation and satisfaction, can be measured by asking customers to rate via a fixed numerical scale their agreement or disagreement to statements describing the mode of the transaction. The data can be analyzed with any appropriate statistical method. Gap analysis suggests where problems may lie and provides an easy way to identify flaws in service quality.

Measurement, Consumer confidence

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Improving the application of quality conformance tools service firms

Article Abstract:

For the services industry, quality of service is measured by evaluating customer satisfaction. Service firms use customer behavior as guides in the delivery of service. However, a high degree of customer-perceived service quality does not happen by chance, but is achieved through the implementation of effective service delivery design and conformance checks. A method is developed to help service managers identify areas that need quality improvement and monitor the quality of day-to-day service operations.

Standards, Services industry, Service industries

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Strategies for service quality

Article Abstract:

Organizations should never ignore the importance of service quality. People need to feel good and it is up to the organization to accept the responsibility of addressing problems with products and services before they cause serious damage. Management should adopt a mission statement, develop service quality goals and objectives and train staff accordingly. It should also strive to foster enthusiasm and a sense of mission throughout all levels of the organization.

Editorial, Management, Business enterprises

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