SERVQUAL and Model of Service Quality Gaps（SERVQUAL和服务质量差距模型）.pdf

SERVQUAL and Model of Service Quality Gaps: A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services Dr. Arash Shahin Department of Management, University of Isfahan, Iran E-Mail: arashshahin@ Abstract Service firms like other organizations are r ealizing the significance of customer -center ed philosophies and are turning to quality management approaches to help managing their businesses. This p aper has 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 differ ence between customer expect ations and perceptions has been highlighted with support of an example. Outcomes of the study outline the fact that although SERQUAL could close one of the important service quality gaps associated with external customer services, it could be extended to close other majo r gaps and ther efore, it could be developed in order to be applied for internal customers, i.e. employees and service provider s. Key words: Service, Quality, Gaps, SERVQUAL, Customer, Expect ations, Perceptions Introduction Managers in the service sector are under increasing pressure to demonstrate that their services are customer-focused and that continuous performance improvement is being delivered. Given the financial and resource constraints under which service organisations must manage it is essential that customer expectations are properly understood and measured and that, from the customers perspective, any gaps in service quality are identified. This information then assists a