By

Rajesh.n.s 30
Shantveerayya.g.math 59
Define service

 A "service" is defined as an entity that

provides a useful function to its users
Service performance

Performance indicates the response time of the

service as experienced by the end user.
Three types of service
performance matrics
1) Effectiveness matrics :
for eg no of errors-free order or bills
processed the no of customers giving you
an excellent rating.
2) Capability matrics :
for eg The mean rating of attributes
of service like friendlyness of greeting,
service time, service knowledge about,
service features etc.
1) Efficiency matrics :
for eg the average utilization of
manpower , average time spent on
reworking of fault service , average
overtime, in a period etc.
Service Quality

 The service is defined as "A set of quality

requirements on the collective behavior of
one or more objects".
The 10 criteria that customer
rely on while evaluating the
service
1) quality
Reliability
2) Access
3) Security
4) Credibility
5) Degree of customer understanding
6) Responsible ness
7) Competence
8) courtesy
9) tangibles
10) communication
Service Gap

it is defined as the service difference

between what the customer was expecting
and what is being delivered
SERVICE GAP
Service gap is the difference between
what customer expected and what they
perceived was delivered.
Types of service gap

1. Knowledge gap
2. Standards gap
3. Delivery gap
4. Internal communication gap
5. Perception gap
6. Interpretation gap
1.Knowledge gap

 Difference between what service provider

believe customer expect and customer actual
needs and expectation
2 standards gap

 Difference between management’s

perceptions of customer expectations and the
quality standards established for service
delivery.
3 Delivery gap

 Difference between specified delivery

standards and the service provider’s actual
performance on these standards.
4 Internal communication gap

 Difference between what the company’s

advertising and sales personnel think are the
product’s features, performance, and service
quality level and what the company is actually
able to deliver.
5 Perceptions gap

 Difference between what is, in fact, delivered

and what customers perceive they have
received
6 Interpretation gap

 Difference between what a service provider’s

communication efforts promise and what a
customer thinks was promised by these
communications.
Thanks