The SERVQUAL Model

The SERVQUAL Model is a tool used to measure service quality by comparing customer expectations with their actual experiences. It focuses on five key areas: Reliability (the ability to deliver promised services), Assurance (confidence and trust in the service provider), Tangibles (the physical appearance and facilities), Empathy (the care and individual attention provided), and Responsiveness (the willingness to help customers promptly). By assessing these areas, businesses can identify gaps and improve their services, leading to higher customer satisfaction.