Garvin has developed eight dimensions that can be used in theassessment of the quality of a product. Similarly, some otherauthors have worked on the dimensions that can be used in theevaluation of the quality of a service.
- Identify five main dimensions that can be used in theassessment of service quality. [10 marks].
- As part of the ISO 9001:2015 requirements, a company has tomeasure the level of service quality offered to its customers.Using the dimensions listed in (a), describe fully a method thatyour company can employ to assess its service quality as perceivedby its clients. Illustrate the tool or model that you will use.[20 marks]
