Garvin has developed eight dimensions that can be used in the assessment of the quality of...

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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]

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Service Quality As the quality of products it is not possible to define the quality of services in terms of physical and functional characteristics alone Quality of services is judged by customers on many dimensions in addition to the physical and functional characteristics associated with the serviceThere are various dimensions of service quality 1 Tangibles Tangibles refer to a services look and feel Tangibles are similar to the physical characteristics of the quality of products This refers to the physical characteristics of facilities equipment consumable goods and personnel used in associated with the service provided Examples Does the equipment appear modern How clean is the waitresss apron etc However the quality is judged not by some uniform specifications in terms of physical characteristics but by the impact these physical characteristics have on customer assessment of service quality 2 Reliability Reliability refers to the dependency of service providers and their ability to keep See Answer

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