What are the 5 Dimensions of Service's? (SERVQUAL)
Providing high-quality service to our customers is necessary & our customers will return to us over and over again if our business can do this well. Since service quality is a qualitative measurement, (not a quantitative), it can be challenging to determine where you truly stand.
Using the five dimensions of service quality and knowing how to measure them accurately can help you find actionable ways to improve your customer experience and delight your customers.
This video is an introduction to the various aspects, however for a better understanding please check out the links from the "Additional Reading" section below and continue on your learning journey.
#ServiceQuality #CustomerService #BusinessManagement #Reliability #Responsiveness #Empathy #Assurance #Tangibles #CustomerExperience #BusinessTips
Note: Videos have been made with international students in mind, as such if your finding the speed of speech slow, please increase playback speed to 1.25 in YouTube.
I hope the video takes you beyond the definition & helps to make the learning process a little more tangible. Please subscribe & feel free to share.
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Video Content
0:00 Introduction to Service Quality
0:10 The 5 Components of Service Quality
0:21 Reliability: Doing What You Promise
0:36 Responsiveness: Providing Prompt Service
0:57 Empathy: Individualized Attention
1:18 Assurance: Building Trust and Confidence
1:48 Tangibles: The Physical Aspects of Service
2:29 The Importance of Balancing All Components
3:27 Example: Service Quality in Airlines
6:40 Conclusion
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Additional Reading:
The Five Dimensions Of Service Quality
https://www.ukessays.com/essays/marke...
How to measure the 5 dimensions of service quality
https://www.getfeedback.com/resources...
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School of Learning
Arnav Dutta
/ arnav-dutta-a2020a44
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