Service Quality Gap

 We enjoy variety of services in our daily life. For eg: Eating in a restaurant, watching movie in a cinemahall , enjoying a ride in amusement park, travelling in an airline etc. to name a few.

We perceive and expect service quality to be in a certain way and when it doesnt meet up to our expectations we refer it as " service quality gap".

Well , all organization should aim at ensuring service quality but if these gap occurs what could be the probable causes be?

Let us look at some of the probable causes for service gap.

1. Poor management 

2.Communication gap

3. Focus on profitability and ignoring customers.

4.Lack of proper training to employees 

5. Stressful work environment. 

Let us understand it with the help of an example. 

I was using an AC which stopped working since last 2 days. I called to their customer care executive  to enquire about my service warranty. At first they picked the call at 5th time of ringing , the lady over the phone was very rude and she didnt knew how to communicate in an effective manner.

So as a consumer what is expected out of me? Ofcourse , dissatisfaction and a gap in my service quality. This example shows the above mentioned five causes. If she was given proper training and grooming she wouldn't have talked in such a manner.

People are the greatest asset for service organization and are directly involved in ensuring good service quality which is missing in above mentioned example.

Service quality is often misunderstood as service productivity. Both are however different concepts. 

Comments

Post a Comment

Popular posts from this blog

Social media marketing: need of the hour

 We are living in a world where " Social media" plays a dominant role and the business  organizations are left no behind. Gone are the days when businesses used to promote themselfs through yellow pages . Social media has become a vital tool for promotion by organizations. We see insta post by Zomato right? or an ad of paytm in facebook.  Social media is often an unpaid form of promotion.It reaches masses and a certain post can go viral and indirectly promote a product too. What comes to your mind when i talk of disadvantage of using social media as a form of promotion..well security and privacy always tops the list however social media makes it fruitful.  Recently , an incident of fight between a girl and the delivery boy got very famous. All thanks to social media..Well zomato got promoted too, in a positive or a negative way is all our conspiracy.  We have also started reading a paper on 'social media marketing'. Who thought that one day social media would we...
Read more