Service Quality Essay

Service firms due to high competitions are seeking ways to improve their service quality to ensure the growth and profitability status of industry. In so doing the service firms have developed a method to check the quality of services rendered. This method is called as The SERVQUAL service quality mode. It was developed by American authors known as Zeithaml, Parasuraman and Berry 1988. It highlights the main components of high quality services. There are seven dimensions to measure services which include. Knowledge Gap, Standard Gap, Delivery Gap, Internal communication gap, Perception Gap, Interpretation Gap and Service gap.

Businesses using SERVQUAL service method to measure service quality give out a questionnaire that measures both the customer expectations of service quality in terms of these seven

THE STANDARD GAP: BETWEEN MANAGEMENT PERCEPTION AND SERVICE QUALITY SPECIFICATION.

The standard gap will show management perceptions versus service specifications: as a result of inadequate commitment to service quality, a perception of unfeasibility, inadequate task standardization and absence of goal setting. Although the management of KPJ Tawakkal Specialist Hospital might correctly perceive what the customer wants, they may not set an appropriate performance standard that satisfy the patients. For example, the hospital administrators instruct nurses and doctors to respond to patients’ request first, but not specify ‘how fast’ The process of writing down patient details takes a very long process which causes delay to services a patient is supposed to get. This caused by the following;

• Insufficient planning procedures by KPJ Tawakkal Specialist Hospital which doesn’t allow it administer services to patients effectively.

• Lack of management commitment from the workers working at KPJ Tawakkal Specialist Hospital.

• Unsystematic new service development process which slows down services at the hospital because employees are not yet used to