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QSM 2

The document discusses the dimensions of service quality that customers may assess, including reliability, tangibles, security, accessibility, credibility, understanding, communication, courtesy, responsiveness, and competence. It provides definitions of each dimension and examples of questions customers might ask to evaluate a service provider on that dimension. For example, reliability refers to consistent service delivery, while tangibles refers to physical facilities; customers could ask about consistent food quality or the functioning of hotel facilities to assess these dimensions.

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Mark Corpuz
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87 views3 pages

QSM 2

The document discusses the dimensions of service quality that customers may assess, including reliability, tangibles, security, accessibility, credibility, understanding, communication, courtesy, responsiveness, and competence. It provides definitions of each dimension and examples of questions customers might ask to evaluate a service provider on that dimension. For example, reliability refers to consistent service delivery, while tangibles refers to physical facilities; customers could ask about consistent food quality or the functioning of hotel facilities to assess these dimensions.

Uploaded by

Mark Corpuz
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Mark Corpuz BSHM 2-E

Dimension Definition Questions customers might want


to ask to assess service quality
 RELIABILITY This is the ability to  Are those staffs really
deliver the promised reliable? Do you get the
service accurately same quality of food
and consistently. As items every time you
a service provider, purchase?
you are expected to
provide the same
level of service
again and again.
 TANGIBLES  This refers to  Are the hotel’s facilities
physical facilities, functioning well?
equipment and
building of the
service firm. It also
refers to the physical
appearance of the
service providers.
 SECURITY This refers to the  How safe our facility is
ability of service when for instance there is
companies to assure intruder or a deliberate
physical safety of attack from an adversary?
their customers. It is
also the guarantee of
privacy of customer
information.
 ACCESSIBILITY  This refers to the  Is the hotel service
ease of reaching the assistance easily to
service provider. approach?’ was the
website accessible?

 CREDIBILITY This refers to the  Are the information


trustworthiness of contained in their
the service brochures/menus
providers. It refers truthful?
to the honesty of the
information
presented to
customers.
 UNDERSTANDING  This refers to how  Is there an extra chair for
well the service babies? Are there any
provider understands PWD lanes available? To
the needs of the they consider having
customers. extra seats for groups?

 COMMUNICATIO  This refers to the  Is the waiter rude? How


N clarity and did she/he go towards you
understandability of is he/she nice? Did the
the information waitress get the food
provided to the orders right?
customer.
 COURTESY  This refers to the  How do you find the
attitude of the staffs explanation or way
service provider and of communicating, was
the manner to which he/ she clear? Is the
he treats the receptionist friendly,
customers. helpful and polite?

 RESPONSIVENESS  This is the ability of  How did they respond,


a service firm to did they deliver it
provide customers understandable and
with prompt service. concise? How fast does
It is the willingness the front office attendant
of service providers answer a customer’s
to help customers queries?
and the speed to
which queries,
complaints and
requests are given
attention.
 COMPETENCE This refers to the  How skilled is the
actual technical bartender in mixing
expertise of the cocktails?
service provider. It
speaks of how
knowledgeable and
skilled the employee
is when delivering
the service to the
customers.
Revealing Relevance of Learning:

If you were a service provider in a hotel, pick one dimension and


explain how you can demonstrate it to your customers.

  ▶️Communication, since some hotel features now have a high-tech


smart automatic response. A face to face communication is very
essential for the costumers to understand and to be truly understand
the hotels standard guidelines.

If you were a service provider in a restaurant, pick one dimension


and explain how you can demonstrate it to your customers.

 ▶️courtesy- a waiter with a big smile, a good communication skill


with responsive and active waiter can make your service more
appealing and entertaining.

In your own assessment which of the five dimensions of service


quality is the most important?

 ▶️ empathy- it is where you need to understand the situation of your


costumer, you need to put your shoes into their situation to be able to
truly understand on what our costumer needs.

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