SERVQUAL is a method specifically designed for the activities of service and business service sector and not for manufacturing enterprises that produce goods, but they can 'use it for services, for example of pre and post sales associated with their products.
Before setting out this methodology, we define a set of concepts which will be based on our discourse, namely those of: service, quality, service quality, customer satisfaction or customer satisfaction. The service, or better, the service can be defined as a personal performance, that is basically in one or more persons (the regulator or regulators) held in favor of one or more persons ( customers, consumers or users). The service is, therefore, essentially a personal relationship, that between at least two people who are the regulator / s and the customer / s. If either of the terms of the report there is no service (think of the teacher without students and vice versa). Not must, however, confuse the definition of service as an activity with that of services as a sector of the economy, which are all activities that do not fall in agriculture and industry, and thus the production of goods (it is a residual definition) . The key features of the benefits of service are three:
1. the intangibility of the service or intangible;
2. simultaneity between performance and consumption;
3. participation in the activity of the customer service delivery.
Since the last feature that comes more natural intellettualen the service and / or relational, the more its quality does not only depend on the skills (skills, competence) of the dispenser that produces it, but also those who it will be delivered, the customer, that is, by its professional, cultural, human.
in service delivery are finally identified the following components:
1. What is paid or technical component;
2. how (how) is paid = functional component;
3. who is paid = Relational component.
These three core components are then used in the construction of models of service quality and its monitoring tools, such as SERVQUAL.
now turn to the definitions of the concepts of quality, service quality, customer satisfaction or customer satisfaction.
The UNI EN ISO 8402 definitions of terms, then echoed by the UNI EN ISO 9001 quality management systems, determines that the quality is the set of properties and characteristics of goods or services that give to its ability to meet the needs expressed or implicit consumer (or customer). The quality of the service is, therefore, the degree of satisfaction that a service can give to the needs, expectations and desires of a specific customer.
Therefore, customer satisfaction or customer satisfaction is the review score that measures the quality of service based, precisely, of his satisfaction, or better, the satisfaction of his needs or wants, in short of its expectations . The review score on his satisfaction and, therefore, assessment of quality of service can be rendered in a simpler form, which is based on a single assessment that asks you to indicate your level satisfaction with the services and / or individual components or elements or factors of it by a scale of values, for example, increasing from 1 to 5, or in a more sophisticated form with an assessment of the quality of service that comes from comparison:
service expected and that services collected between the expectations of quality and satisfaction that the customer had first to make use of and perceptions of service quality and satisfaction that after he had consumed. The results of this comparison of expected (A) and perceptions (P) quality can be of three types:
1. If P> A => the quality of the service is very Good (very high because the perceptions exceed expectations: keep in mind that a case is less rare than you might think at first sight);
2. if P = A => delservizio the quality is good or at least sufficient (but usually is a very good result because 'they are met in full the expectations of the customer);
3. if P \u0026lt;A => the quality of the service is bad (low). But if P (perception) is very close, that is only slightly less than A (expected) and the latter were high, the result must be considered good because they 'have met almost all the high expectations of quality reviews.
This is all the more true the more the service is technically complex and sophisticated as a picture, etc.. The result will, however, negative if P (perception) is fairly or very inferior to A (hold), for which the customer is fairly or very disappointed by the quality of the service. The above is the heart or, if preferred, the base, the conceptual, practical teoricoe of SERVQUAL method.
now turn to the definitions of the concepts of quality, service quality, customer satisfaction or customer satisfaction.
The UNI EN ISO 8402 definitions of terms, then echoed by the UNI EN ISO 9001 quality management systems, determines that the quality is the set of properties and characteristics of goods or services that give to its ability to meet the needs expressed or implicit consumer (or customer). The quality of the service is, therefore, the degree of satisfaction that a service can give to the needs, expectations and desires of a specific customer.
Therefore, customer satisfaction or customer satisfaction is the review score that measures the quality of service based, precisely, of his satisfaction, or better, the satisfaction of his needs or wants, in short of its expectations . The review score on his satisfaction and, therefore, assessment of quality of service can be rendered in a simpler form, which is based on a single assessment that asks you to indicate your level satisfaction with the services and / or individual components or elements or factors of it by a scale of values, for example, increasing from 1 to 5, or in a more sophisticated form with an assessment of the quality of service that comes from comparison:
service expected and that services collected between the expectations of quality and satisfaction that the customer had first to make use of and perceptions of service quality and satisfaction that after he had consumed. The results of this comparison of expected (A) and perceptions (P) quality can be of three types:
1. If P> A => the quality of the service is very Good (very high because the perceptions exceed expectations: keep in mind that a case is less rare than you might think at first sight);
2. if P = A => delservizio the quality is good or at least sufficient (but usually is a very good result because 'they are met in full the expectations of the customer);
3. if P \u0026lt;A => the quality of the service is bad (low). But if P (perception) is very close, that is only slightly less than A (expected) and the latter were high, the result must be considered good because they 'have met almost all the high expectations of quality reviews.
This is all the more true the more the service is technically complex and sophisticated as a picture, etc.. The result will, however, negative if P (perception) is fairly or very inferior to A (hold), for which the customer is fairly or very disappointed by the quality of the service. The above is the heart or, if preferred, the base, the conceptual, practical teoricoe of SERVQUAL method.
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