SERVICE QUALITY

Working in service industry is much more challenging than working in any other industry as it continuously demands customer faced involvements and interactions either directly face to face or indirectly through any other mode of communication. In order to deliver good quality service, one should firstly know what does good service quality mean to industry and to the customers. He must also know the indicators of customer behaviour leading to customer satisfaction, dissatisfaction or delight. This course is important because it will not only help in gaining theoretical insights on the said topic but will also probe in quantitative aspects and calculations in Microsoft excel which leads to number of meaningful insights and strategies to be given due consideration

Contents of the presentation are: • Lesson 1 - Characteristics of Services • Lesson 2 - Dimensions of service quality • Lesson 3 - SERVQUAL MODEL • Lesson 4 - SERVQUAL Battery • Lesson 5 - Concept of GAP • Lesson 6 - Practical Assessment of Service Quality & Customer Satisfaction • Lesson 7 - Reasons behind service gap’s

Duration of this course is 36 Minutes

This course is recommended for the ones who are working in Service Market Research Domain and wish to improve or the ones who do not have any idea of the same. This course is also useful to students, job seekers in service industry.

Based on the entire course both single choice and multiple-choice questions needs to be attempted after the course is over. Marks are allotted for the correct answer to the quiz. In case of multiple-choice questions, full marks will be given only when the answer is fully. Upon securing 60% and above, the certificate of completion shall be given to the participants.

The course session is delivered by video. The video shows PowerPoint presentation with the presenter’s window at the side of the deck. The trainer gives live examples and explains the concepts with demonstrations when needed. The mode of language for delivery is both English and Hindi.