Service Quality Models

Service Quality Models are frameworks that help organizations assess and improve the quality of their services. One popular model, the SERVQUAL model, identifies five key dimensions: tangibles (physical aspects), reliability (consistency), responsiveness (timeliness), assurance (trustworthiness), and empathy (caring nature). By evaluating these areas, businesses can understand customer expectations and experiences, enabling them to identify gaps and enhance service delivery. Ultimately, these models aim to increase customer satisfaction and loyalty by ensuring services meet or exceed what customers anticipate.