Positioning on five dimensions of service qualityMVIT
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This document discusses positioning a service across five dimensions of quality: reliability, responsiveness, assurance, empathy, and tangibles. It also discusses positioning a service using service blueprints by focusing on people, physical evidence, and processes involved in delivering the service.
Significance of Service quality is very important for the success of a service company :
1. To win credibility & get repeat customers : If a company offers quality service consistently, It enjoys repeat business, i.e., customers visit it repeatedly. They may even refer it to their friends & relatives and provide positive word-of-mouth publicity to the quality service offered by the company.
2. To charge premium price : When a company offers superior quality service, compared to its competitors, customers who value quality will always prefer this company to other players in the market. So, the company will be in a position to charge a premium price from customers.
According to Berry & A Parasuraman, service quality is determined by customers using various criteria like credibility, security, access, communications, tangibles, responsiveness, reliability, competence, courtesy, tangibles, understanding, etc. Gronoos also suggested another list of criteria as professionalism & skills, attitude & behaviour, accessibility & flexibility, reliability & trustworthiness, reputation & credibility, and recovery. Since some of these factors are similar or overlapping, the authors have consolidated these into five distinct dimensions,
These dimensions represent how consumers organise information about service quality in their minds. These five dimensions were found relevant for banking, insurance, appliances repair, & maintenance, securities brokerage, long distance tele-service, auto repair service, & others. The dimensions are also applicable to retail & business services. This can be logically extended to internal services as well.
This document discusses service gaps and quality as measured by SERVQUAL. It defines a service gap as the difference between what a customer expects and what is delivered. Service quality is defined as a set of quality requirements across attributes like tangibles, reliability, responsiveness, assurance, and empathy. There are five potential gaps: not knowing customer expectations; having the wrong service standards; a service performance gap; promises not matching delivery; and expectations not matching experience. Reasons for the gaps include lack of marketing, communication issues, inadequate standards or control, and overpromising. SERVQUAL measures service quality across five dimensions based on customer expectations and actual experience.
狠狠撸s from my presentation at CodeIgniter Conference 2010 in Bristol in August 2010.
What I talked about:
- Startups: methodologies & techniques
- CodeIgniter: applying what we’ve learned
- The future: how could things be better
NovaView GIS integrates Panorama NovaView's business intelligence platform with ESRI ArcGIS software. This unifies the two platforms, allowing users to visualize and analyze business data on maps. Key benefits include instantly seeing where trends occur geographically, detecting patterns, and making better decisions by combining data from BI cubes with GIS layers. The integration maps a geographical dimension from the cube to GIS layers. NovaView GIS then allows drilling down, selecting regions, and drilling through to lower-level data on the map for analysis directly in the geographic context.
The document provides information about a 10-year-old student's interests, spelling and writing goals. It states that the student dislikes cleaning their unique bed in the morning and enjoys art. Their spelling goal is to reach club 560, and they are currently at club 410. Their writing goal is to ensure their writing makes sense and improve handwriting. It also includes a self-assessment of editing skills.
This document appears to be a collection of notes and reflections from a student. It includes goals and achievements related to spelling, speaking, writing, and various school subjects. Self-assessments are provided on editing work, using punctuation correctly, and meeting success criteria for different topics.
Enhance your microsoft bi stack to drive business user adoption slide sharewww.panorama.com
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This document discusses enhancing Microsoft's business intelligence stack to drive business user adoption. It talks about the need for self-service applications, social and collaborative applications to enable more effective collaboration and faster decision making. It also discusses the challenges of the data explosion era and the need for contextual data discovery. The document then introduces Panorama Necto as a business intelligence 3.0 solution that offers advanced analytics, social BI, self-service capabilities and contextual discovery through an intelligent engine. It provides examples of Panorama Necto customers and invites the reader to try a live demo.
This document appears to be a student's portfolio containing summaries of their learning and achievements across various subjects over several terms. It includes short assessments of skills developed in areas like spelling, writing descriptions, speech giving, physical education, geometry, and te reo Māori. The student reflects on goals and next steps to continue practicing and improving adjectives, adverbs, verbs, and other language techniques.
The document discusses the concept of owning or enclosing a language. It argues that if someone could own the English language, it would severely limit free speech and communication. The architecture used to implement currencies inherently leads to enclosure and the concentration of power and wealth.
WPC 2012: Panorama Software for SQL Server 2012 www.panorama.com
?
The document discusses a BI solution that consolidates various data warehouses and brings them together in a single, easy-to-use interface. It reduces the time to find information, increases collaboration and communication, and provides insights that otherwise may not be known. Key features include social BI for collaborative decision making, contextual discovery to automatically push relevant insights, and advanced analytics for power users. The solution's intuitive and interactive design aims to make analytics accessible for business users and spread BI adoption.
The document discusses the concept of owning or enclosing a language. It argues that if someone could own the English language, it would severely limit free speech and communication. The architecture used to implement currencies inherently leads to enclosure, concentrating power and wealth. Overall, the document cautions against allowing ownership of languages or architectures like currencies that can enable enclosure.
Significance of Service quality is very important for the success of a service company :
1. To win credibility & get repeat customers : If a company offers quality service consistently, It enjoys repeat business, i.e., customers visit it repeatedly. They may even refer it to their friends & relatives and provide positive word-of-mouth publicity to the quality service offered by the company.
2. To charge premium price : When a company offers superior quality service, compared to its competitors, customers who value quality will always prefer this company to other players in the market. So, the company will be in a position to charge a premium price from customers.
According to Berry & A Parasuraman, service quality is determined by customers using various criteria like credibility, security, access, communications, tangibles, responsiveness, reliability, competence, courtesy, tangibles, understanding, etc. Gronoos also suggested another list of criteria as professionalism & skills, attitude & behaviour, accessibility & flexibility, reliability & trustworthiness, reputation & credibility, and recovery. Since some of these factors are similar or overlapping, the authors have consolidated these into five distinct dimensions,
These dimensions represent how consumers organise information about service quality in their minds. These five dimensions were found relevant for banking, insurance, appliances repair, & maintenance, securities brokerage, long distance tele-service, auto repair service, & others. The dimensions are also applicable to retail & business services. This can be logically extended to internal services as well.
This document discusses service gaps and quality as measured by SERVQUAL. It defines a service gap as the difference between what a customer expects and what is delivered. Service quality is defined as a set of quality requirements across attributes like tangibles, reliability, responsiveness, assurance, and empathy. There are five potential gaps: not knowing customer expectations; having the wrong service standards; a service performance gap; promises not matching delivery; and expectations not matching experience. Reasons for the gaps include lack of marketing, communication issues, inadequate standards or control, and overpromising. SERVQUAL measures service quality across five dimensions based on customer expectations and actual experience.
狠狠撸s from my presentation at CodeIgniter Conference 2010 in Bristol in August 2010.
What I talked about:
- Startups: methodologies & techniques
- CodeIgniter: applying what we’ve learned
- The future: how could things be better
NovaView GIS integrates Panorama NovaView's business intelligence platform with ESRI ArcGIS software. This unifies the two platforms, allowing users to visualize and analyze business data on maps. Key benefits include instantly seeing where trends occur geographically, detecting patterns, and making better decisions by combining data from BI cubes with GIS layers. The integration maps a geographical dimension from the cube to GIS layers. NovaView GIS then allows drilling down, selecting regions, and drilling through to lower-level data on the map for analysis directly in the geographic context.
The document provides information about a 10-year-old student's interests, spelling and writing goals. It states that the student dislikes cleaning their unique bed in the morning and enjoys art. Their spelling goal is to reach club 560, and they are currently at club 410. Their writing goal is to ensure their writing makes sense and improve handwriting. It also includes a self-assessment of editing skills.
This document appears to be a collection of notes and reflections from a student. It includes goals and achievements related to spelling, speaking, writing, and various school subjects. Self-assessments are provided on editing work, using punctuation correctly, and meeting success criteria for different topics.
Enhance your microsoft bi stack to drive business user adoption slide sharewww.panorama.com
?
This document discusses enhancing Microsoft's business intelligence stack to drive business user adoption. It talks about the need for self-service applications, social and collaborative applications to enable more effective collaboration and faster decision making. It also discusses the challenges of the data explosion era and the need for contextual data discovery. The document then introduces Panorama Necto as a business intelligence 3.0 solution that offers advanced analytics, social BI, self-service capabilities and contextual discovery through an intelligent engine. It provides examples of Panorama Necto customers and invites the reader to try a live demo.
This document appears to be a student's portfolio containing summaries of their learning and achievements across various subjects over several terms. It includes short assessments of skills developed in areas like spelling, writing descriptions, speech giving, physical education, geometry, and te reo Māori. The student reflects on goals and next steps to continue practicing and improving adjectives, adverbs, verbs, and other language techniques.
The document discusses the concept of owning or enclosing a language. It argues that if someone could own the English language, it would severely limit free speech and communication. The architecture used to implement currencies inherently leads to enclosure and the concentration of power and wealth.
WPC 2012: Panorama Software for SQL Server 2012 www.panorama.com
?
The document discusses a BI solution that consolidates various data warehouses and brings them together in a single, easy-to-use interface. It reduces the time to find information, increases collaboration and communication, and provides insights that otherwise may not be known. Key features include social BI for collaborative decision making, contextual discovery to automatically push relevant insights, and advanced analytics for power users. The solution's intuitive and interactive design aims to make analytics accessible for business users and spread BI adoption.
The document discusses the concept of owning or enclosing a language. It argues that if someone could own the English language, it would severely limit free speech and communication. The architecture used to implement currencies inherently leads to enclosure, concentrating power and wealth. Overall, the document cautions against allowing ownership of languages or architectures like currencies that can enable enclosure.