Service Quality Model

The Service Quality Model helps organizations understand how well they meet customer expectations. It focuses on five key areas: reliability (consistently delivering promised service), assurance (trust and confidence), tangibles (physical environment and equipment), empathy (personalized attention), and responsiveness (helpfulness and promptness). By improving in these areas, a company can enhance customer satisfaction. Essentially, it identifies gap areas where service might fall short and guides improvements to deliver a smoother, more positive experience for customers.