Explain the dimensions of SERVQUAL framework and relate the

Explain the dimensions of SERVQUAL framework and relate the same to a service organization of your choice for measurement of service quality gaps.

Illustrate how a service firm that you are familiar with has implemented successfully strategies for managing both demand and capacity.

Solution

The RATER stands for Reliability, Adaptability, Tangibility, Empathy and Responsiveness; it is also utilized to measure the services quality offered by the services organization.

Reliability means how much customers trust on the services offered by the service provider. For example : Google TEZ is a newly launched Payment app in Indian Market so customers have already a better image and trust on the services utilized by the Google so they might be satisfied with this dimension of services quality.

Adaptability means how much services are easily crafted for use by the customers. It also gives customer a good feeling. For example : If , Bank of America process a payment in very typical or complex manner then its customer will be switch to some other banks .

Tangibility means offering the services like a tangible product. Generally, we can only feel the goodness of services but can’t touch or smell so this dimension can be adopted by a service organization.

Empathy means you feeling, when a service provider thinks like a customer and try to provide best services offerings.

Example: A bank manager should try to understand that what might be the urgency of transactions and resolve the issue like his own payment.

Responsiveness means a prompt handling of customer issues or problems. For example: Google takes immediately actions on mail disfunctionality when any server error exists.

2)I will explain it with the help of Amazon.com, which is an online retail service provider for both Customers as well as for various types of sellers.

It has designed its portal in such a way that where a buyer as well as a seller can register its detail profile.

Amazon uses technology to fulfil the demand of the markets specially offering all types of books, Consumer goods, Grocery, Clothing, Amazon pay, Home decor etc.

Amazon has increased its capacity by utilizing the following key strategies,

Amazon has vast resources to target a global demand from varied sectors. It has kept its promises by offering high quality products gradually to more number of new cities across the globe. It has concentrated on a high quality customer care facilities for its customers and other supply chain partners.