Topic: SERVPERF

DIAGNOSING SERVICES Topic 1 SERQUAL and SERPERF Quality Measurements  Two models used for measuring attitudes are SERVPERF and SERVQUAL.  Both models have been empirically tested, meaning the results are reliable provided the process is followed. SERVQUAL is a...

Topic: Service Assessment Model

DIAGNOSING SERVICES Topic 1 Service Assessment Model The SAM is an investigative technique used for uncovering each function involved in a service and then examining how each one operates to fulfill the service experience. Step 1 Separate the service into i):...

Topic: Service Delivery Gap

DIAGNOSING SERVICES Topic 2 Service Delivery Gap Service Delivery Gap Analysis Model  The graph probably looks more complicated than reality. In this diagram it is used to plot where to measure possible service gaps. The input for the diagram is from qualitative...