The Service Quality Model

The Service Quality Model helps us understand how customers judge the quality of a service. It suggests that service quality depends on the gap between customer expectations and their actual experience. Key factors include reliability (consistency), responsiveness (helpfulness), assurance (trust and confidence), empathy (personalized care), and tangibles (physical aspects like facilities). Improving these areas reduces the gap, leading to higher customer satisfaction. Essentially, delivering services that meet or exceed expectations leads to better perceptions of quality and loyalty.