How Do The Five Dimensions Of Service Quality Differ From Those Of Product Quality

Dimensions of service quality

In this step, nosotros define the 5 dimensions of service quality.

In the final footstep, we covered the eight dimensions of product quality – but in that location'south likewise a service quality attribute, which nosotros'll explore in this pace.

Parasuraman, Zeithamel and Drupe (1985) divers five dimensions for service quality, represented by the diagram below:

A circular diagram displaying the five dimensions of service quality, identified and described in the content below. _{Adapted from Research Gate (2017).}

Beneath, we ascertain each dimension with examples:

Dimension	Definition	Example
Tangibles	Includes the physical advent of the physical service facilities, the equipment, the personnel who exercise the servicing, the communication materials and all tangible elements of service provider facilities or surroundings	Cleanliness of the environment; personnel uniform; vehicles; flying
Service reliability	Differs from the product reliability in that information technology relates to the ability of the service provider to perform the promised service dependably and accurately	Achieving delivery times stated on the website
Responsiveness	The willingness of the service provider to be helpful, be prompt in providing services, and to answer to customers' requests, issues or complaints	The speed of helping customer online or past telephone
Assurance	The knowledge and courtesy of employees and their power to inspire trust and confidence – creating trust and confidence will gain the customers' loyalty	The excellent reputation and loftier levels of trust based on previous experiences with the company
Empathy	Caring, private attention paid to customers by the service firm to meet each customer's demands properly.	Employees' high emphasis on customer requests to accomplish college satisfaction

Your task

Visit a website featuring customer reviews (eg Amazon). Consider the positive reviews, preferably for the same product from previous tasks, and talk over the client feedback in relation to the service dimensions.

References

_{Parasuraman, A., Ziethaml, V., & Berry, 50. (1985). SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 62(1), 12-twoscore.}

This article is from the free online

International Logistics: An Introduction

Created by

Our purpose is to transform access to education.

We offer a diverse selection of courses from leading universities and cultural institutions from around the earth. These are delivered one step at a fourth dimension, and are attainable on mobile, tablet and desktop, so you can fit learning around your life.

We believe learning should be an enjoyable, social experience, so our courses offering the opportunity to hash out what you're learning with others equally you go, helping you make fresh discoveries and form new ideas.
You can unlock new opportunities with unlimited access to hundreds of online short courses for a twelvemonth past subscribing to our Unlimited package. Build your knowledge with top universities and organisations.

Learn more about how FutureLearn is transforming admission to education