Service Quality (SERVQUAL)

Service Quality (SERVQUAL) is a tool used to measure how well a service meets customers' expectations. It evaluates the gap between what customers expect and what they actually experience across five key areas: reliability ( consistency and dependability), assurance (knowledge and courtesy of staff), tangibles (physical facilities and equipment), empathy (personalized attention), and responsiveness (willingness to help). By assessing these aspects, organizations can identify strengths and areas for improvement to enhance customer satisfaction and loyalty. Essentially, SERVQUAL helps businesses understand if they are delivering a high-quality service that aligns with customer needs.