Servqual Model

The SERVQUAL model is a tool used to measure the quality of service provided by a business. It compares customers’ expectations before service and their actual experience after. The model focuses on five key areas: reliability (delivering consistent service), assurance (trust and confidence), tangibles (physical facilities and equipment), empathy (personalized care), and responsiveness (helpfulness and promptness). By identifying gaps between expectations and perceptions in these areas, businesses can pinpoint where they need improvement to enhance customer satisfaction and loyalty.