Main Body Paragraph 3 Opinion Sentence Explain opinion Sentence Explain or give example Conclusion Sentence 12 — Summary of main points Question 1 Sample Answer In some countries young people are encouraged to work or travel for a year between finishing high school and starting university studies. Discuss the advantages and disadvantages for young people who decided to do this.
Companies must keep satisfying their customers to improve profitability and market share to survive in the competition. Companies need to find what their customers need, what they want, and what they value. In recent decades, scientists found that the quality of services has a significant influence on customer satisfaction and customer loyalty.
There are many suggested models for Service Quality measurement but in this study, we focus on four particular models, which are most common in marketing researches and are the basis of other models.
Reviewing these models shows that all of them have some advantages and disadvantages and Service quality models have improved day by day. In this study, we found the Hierarchical model as the comprehensive model. This model contains significant factors and works by researchers approving the validity and reliability of this model in different categories.
It is an applicable service quality measurement for marketing managers. Customer loyalty and repurchase intention need overall customer satisfaction. However, satisfied customers are not necessarily loyal but loyal customers are definitely satisfied customers.
Therefore, customer satisfaction is the key factor and the most studied element in marketing researches. One of the most important factors and antecedents of customer satisfaction is quality of services.
It is crucial for companies to find out what their customers need, want and what they perceive. One of the most important elements in customer satisfaction and company profitability is quality of service product.
In addition, managers need to identify weaknesses and consider planning for improvement in quality, thereby improving efficiency, profitability and overall performance.
Because of that, interest in this area has increased during recent decades and researchers have started to find the best way of measuring customer perspective.
There are many service quality models but scientists are not of one mind about these models and measurements. Service quality has different dimensions regarding the various service sectors Pollack, Nevertheless, service quality measurement enables managers to recognize quality problems and enhance the efficiency and quality of services to exceed expectations and reach customer satisfaction.
Service quality perception wildly has been studied in last three decades. Zeithaml define service quality as an assessment of customer from the overall excellence of service. It is because of service quality nature, which is intangible, heterogeneous and inseparable.
In recent decades, many models have been developed for measuring service quality and the first attempt was by Gronroos in He believes in distinguish between technical quality as an outcome for performance of service and functional quality as a subjective perception of service delivered. Rust and Oliver have expanded Gronroos model in by adding service environment as a new dimension.
At first, they suggested ten dimensions for service quality but after some initial study inthey reduced to five dimensions for service quality model. Some researchers believe measuring the gap between expectation and perception, psychometrically cannot obtain superior assessment of service quality.
Brady and Cronin proposed Hierarchical and Multidimensional model for service quality in The exploration of service quality and its measurement for private higher education institutions R.
Dirkse van Schalkwyk & R.J. Steenkamp exploratory study, service quality measurement, SERVQUAL Introduction 1“For success and survival in today’s competitive environment, delivering quality The exploration of service quality and its.
Introduction. This chapter provides an overview sing the SERVQUAL theoretical account, his advantages and disadvantages ; followed by the variables (independent and dependent variables) that constitute the theoretical account ; and finalising with a decision. industry in the South West of England.
The Service Quality (SERVQUAL) model was used in showing the level of service quality in selected sample restaurants. 2. Theory The SERVQUAL Model The SERVQUAL model has been developed in a rather high number . started with the concept of service quality and has demonstrated the model of service quality gaps.
SERVQUAL as an effective approach has been studied and its role in the analysis of the difference between customer expectations and perceptions has been highlighted with support of an example. Servqual model 1. The SERVQUAL Model By Group-3 Section-C PGDM- Ist Year 2.
Introduction Service quality is an approach to manage business processes in order to ensure full satisfaction of the customers & quality in service provided. It works as an antecedent of customer satisfaction.
Disadvantages of SERVQUAL Model: • The uniform applicability of the method for all service sectors is difficult.
• The use of expectations in measuring service quality has currently come under a lot of criticism • SERVQUAL focuses on the process of service delivery, not the outcomes of the service encounter. Advantages of SERVQUAL.