DESIGNING AND

MANAGING SERVICES

HOW CAN WE IMPROVE SERVICE QUALITY ?

FACTORS LEADING TO CUSTOMER SWITCHING

BEHAVIOUR1. PRICING2. INCONVENIENCE3. CORE SERVICE FAILURE4. SERVICE ENCOUNTER

FAILURES5. RESPONSE TO SERVICE

FAILURE6. COMPETITION7. ETHICAL PROBLEMS8. INVOLUNTARY

SWITCHING

MANAGING CUSTOMER EXPECTATION

SERVICE –QUALITY MODEL

5 DETERMINANTS OF SERVICE QUALITY

1. RELIABILITY

2. RESPONSIVENESS

3. ASSURANCE

4. EMPATHY

5. TANGIBLES

TESTS OF DYNAMIC PROCESS

MODEL REVEALS THAT 2

DIFFERENT TYPE OF

EXPECTATIONS HAVE OPPOSITE

EFFECT ON PERCEPTION ON

SERVICE QUALITY

1. INCREASING CUSTOMER

EXPECTATION OF WHAT THE FIRM WILL DELIVER CAN LEAD TO IMPROVED

PERCEPTIONS OF OVERALL SERVICE QUALITY…

2. DECREASING CUSTOMER EXPECTATIONS OF WHAT THE FIRM

SHOULD DELIVER CAN ALSO LEAD TO IMPROVED PERCEPTIONS OF OVERALL

SERVICE QUALITY…

INCORPORATING SELF-SERVICE

TECHNOLOGIES (SSTs)

“TO THE TRADITIONAL VENDING MACHINES WE CAN ADD

AUTOMATED TELLER MACHINES , SELF-PUMPING AT GAS STATIONS

INVESTMENT TRADING AND CUSTOMIZATION OF PRODUCTS AS A PART OF INCORPORATING

SSTs”

CREATED BY ELDHOSE ALIAS , MEC ERNAKULAM ,DURING AN INTERNSHIP BY PROF . SAMEER MATHUR , IIM LUCKNOW

www.IIMInternship.com