Quality In Service - Measures

Quality in Service

Measures of Service Quality

Service processes can be so individualized that they seem to defy systemization and measurement.

But some common ideas and themes do exist.

In Delivering Quality Service: Balancing Customer Perceptions and Expectations, Valarie Zeithaml, A. Parasuraman and Leonard L. Berry present research classifying how consumers perceive service quality. Their results reveal 10 common dimensions:

  • Tangibles—physical appearance
  • Reliability—perform as promised constantly
  • Responsiveness
  • Competence
  • Courtesy
  • Credibility
  • Security/Safety
  • Access—easy to do business
  • Communication—keeping customer informed
  • Understanding customer needs

ASQ has information to help you measure service quality.

Read about measurement in service quality:

Managing Service Quality Using Data Envelopment Analysis (PDF, 294 KB)
A new managerial tool for evaluating and managing service quality is introduced.
Quality Management Journal, April 2005.

Measuring the Quality of University Computer Labs Using SERVQUAL: A Longitudinal Study (PDF, 94 KB)
A university’s use of SERVQUAL to measure service provided by its computer labs demonstrates how this diagnostic and benchmarking tool can be used to improve service quality and increase or maintain customer satisfaction.
Quality Management Journal, July 2003.

A Quality Process Approach to Internal Complaint System Analysis (PDF, 178 KB)
Process control (behavior) charts can be useful in the service industry to examine special causes contributing to supplier delays and to identify needed process changes.
Annual Quality Congress proceedings, May 2000.

Learn more about measurement and using data to improve:

[Valarie A. Zeithaml., A. Parasuraman, Leonard L. Berry, (New York: The Free Press, 1990).]

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