Service Quality Model (SERVQUAL)

The SERVQUAL model is a tool used to measure how well a service meets customer expectations. It assesses five key areas: reliability (consistently delivering promised service), assurance (knowledge and courtesy of staff), tangibles (physical aspects like equipment and facilities), empathy (personalized attention), and responsiveness (promptness in helping customers). By comparing customers’ expectations with their actual experience in these areas, businesses can identify strengths and areas for improvement, ensuring they provide higher quality service that satisfies and retains customers.