SERVQUAL

SERVQUAL is a tool used by businesses to measure how well they meet customer expectations regarding service quality. It compares what customers expect from a service with their actual experience, focusing on five key areas: reliability (delivering consistent service), responsiveness (helpfulness and promptness), assurance (trust and confidence), empathy (personalized care), and tangibles (physical facilities and equipment). By identifying gaps between expectations and perceptions, companies can improve their services to better satisfy customers. Essentially, SERVQUAL helps businesses understand where they excel and where they need improvement in delivering quality service.