model represents service quality as the discrepancy between a customer’s expectations of service offering and the customer’s perceptions of the service received (Parasuraman et al., (1985). This makes it an attitude measure. What this model strives to measure exactly is the consumer perception of the service quality which depends on the size of the gap between expected service and perceived service which in turn, depends on the gaps under the control of the service provider such as delivery of service, marketing, (Parasuraman et al., 1985). This measurement of service quality is based on both on how consumer evaluates the service delivery process and the outcome of the service, (Parasuraman et al., 1985, p.42). A good service quality is considered …show more content…
Empathy includes the following features: approachability, sensitivity and effort to understand the customer‘s needs.
Tangibles: The appearance of physical facilities which includes equipment’s, staffs, employees, and communication tools. Condition of the physical surroundings is tangible evidence of the care and attentions to detail that are exhibited by the service provider. This assessment dimension also can extend to the conduct of other customers in the service.
Figure 2: SERVQUAL Model (Kumar et al, 2009)
Data Analysis & Results
Reliability test
Before proceeding with the analysis; a reliability test was done to ensure that the data collected is reliable. The Cronbach Alpha is calculated to measure the reliability of the five dimensions- Tangibility, Reliability, Responsiveness, Assurance and Empathy.
Table 1: Cronbach's Alpha of All the Dimensions Perception Expectation
22 Items 0.8145 0.8831
Tangibility 0.7046 0.7912
Reliability 0.7132 0.7677
Responsiveness 0.7567 0.7789
Assurance 0.7136 0.7355
Empathy 0.7857
…show more content…
Employees of excellent banks will tell customers exactly when services will be performed. 6.74 6.74 0.00
11. Employees of excellent banks will give quick service to customers. 5.02 5.08 -0.06
12. Employees of excellent banks will always be ready to help customers. 5.17 5.17 0.00
13. Employees of excellent banks will never be too busy to respond to customers' requirements. 5.12 5.24 -0.12
Average for the responsiveness dimension -0.045
Analyzing the third dimension; MTBL's openness to its customer requirements, we can clearly see that for two questions two questions related to aptness and convenience of staff perceived satisfaction level is lower than expected one but for the other two the perceived satisfaction level is equal to that expectation level. The reason may be due to the fact that this branch is comparatively small in nature and therefore customers have to wait for a long time before there are dealt with. The average gap for this dimension is negative which shows that the customers are not satisfied with the response they usually receive from the
Hi Guys, The weekend was great. Hope you all had a great weekend as well. Further to our last meeting on Saturday 16th Sept, please find the problem statement: "The bank 's annual growth rate has always been around 10% each year, but recently it has slowed down to 7%. The existing process of account opening either online or at the branch requires customers to come into the branch to sign the application and provide their proof of ID regardless of whether they are new or existing customers.
Having good service is also a great marketing angle for the company. Good customer service is a great marketing angle, its something a business can brag about in advertisements to make sure they bring in some
Empathy, a most basic human quality, but how many can define it. Empathy according to the Oxford Canadian dictionary empathy is the power of identifying oneself mentally with (and so fully comprehending) a person or object of contemplation, but what does this mean? In simpler terms empathy is the ability to share the thoughts and feelings of another being or object. If that's the definition where can we find examples of this trait that has long been forgotten by society? In Harper Lee’s award winning novel To Kill A Mockingbird, a tale about friendship, loyalty, loss, and perhaps most importantly a story about empathy.
They make sure this is achieved through offering the highest quality of services. One of the
Empathy is understanding one’s feelings and problems. The word empathy is utilized to share what they feel. Empathy gives us a way to understand people and the ability to relate to the person. It is a vital factor that can thus create a new connection. The word empathy has a deep meaning and uses the topic of understanding to connect to one another.
The paradigm related to the value of Sympathy and Empathy is Social Empathy. "A social empathy paradigm provides a framework with which to analyze social concerns and develop policies that reflect the lived experiences of people" (Segal, 2016, p. 76). Programs to better serve the community are a result of Social Empathy. Mission and vision statements of programs such as AIDS and LGBTQ foundation is built on empathy, offering support and education to the community, members and their family. It is difficult to identify what types of supportive services such as counseling, housing, groups and funding without having a true understanding of population needs.
In the essay “Against Empathy” Paul Bloom mentions, “There is a related sense that has to do with the ability to understand what is going on in the minds of others without the spread of feelings of feelings.” People need to understand what is going on amongst each other, so they can help one another, based on their emotions. It is also stated in the essay, “Empathy is more than a reflex. It can be taught, learned, developed, and extended by ways of imagination. It can also be focused and directed by acts of will.”
The 16 participants (11 female, five male; Mage = 21.81, SDage = 2.2, age range: 20-36 years) were undergraduates at the University of California, Los Angeles. They participated as per requirement for their Psychological Research Methods course. All were presumed to have English fluency, normal hearing, and normal or corrected-to-normal vision. Design
Empathy is to be able to understand and act according to the feelings of another. In Andy Weir’s The Martian, the main protagonist is saved by the collective effort of millions of empathetic humans. This can be observed when the fictional NASA spends millions to save Watney, he asks himself, “Why bother … They did it because every human has a basic instinct to help each other out. It might not seem that way sometimes, but it’s true.
Empathy is the ability to place oneself into or share another person’s feelings. As a funeral director, families are paying us to be their stable minds during the midst of their unstable minds and hearts. We go through this program and schooling process to learn how to speak to families and help them cope with their situation. It’s hard to place yourself into another person’s feelings because we all feel and cope with things differently.
Focusing on service, although the aggregate service values are low because the contact between employees and customers only occur when
A subscale of Ryff’s Scale of Psychological Well-Being entitled Positive Relations with Others was employed (Ryff, 1989), using a six-point Likert scale (0 = totally disagree, 5 = totally agree). The Cronbach’s alpha coefficient for the scale in the present study is 0.83. A demographic data sheet was used to obtain information about gender, age, education,
You are thorough with every customer and explain complicated billing discrepancies in written correspondences and over the phone. You ask questions and seek guidance when you are not sure of the next steps to take. Decision Making – RATING: (3) - Audrey, you are confident in the decisions you make on a daily basis. You are not reluctant to speak with customers about difficult account situations such as status changes and chargebacks. You identify potential problems on accounts and forward them to the appropriate
Licensing and Franchising. The authors (Y Cao, K Townsend, P Daniel) initially draw out that there is still a lot of grey area and a lot of disagreements amongst the community of scholars as to what should be correct measure of customer satisfaction. Some researchers seem to favor SERVPERF (Service Performance) as a viable metric for measurement of service quality while some seem to lean more towards SERVQUAL (Service Quality). Though none of the groups seem to disagree on the fact that in the end the common denominator for customer satisfaction would customer perception of the service; his expectations and his perception of the service actually
The enterprise’s competitive advantage is their excellent customer service which requires “highly motivated staff” in order all of tasks required to provide the service with high quality. The enterprise has its own culture which