"Dimensions of service quality.
A customer's expectation of a particular service is determined by factors such as recommendations, personal needs and past experiences. The expected service and the perceived service sometimes may not be equal, thus leaving a gap. The service quality model or the ‘GAP model’ developed by a group of authors- Parasuraman, Zeithaml and Berry at Texas and North Carolina in 1985 , highlights the main requirements for delivering high service quality. It identifies five ‘gaps’ that cause unsuccessful delivery. Customers generally have a tendency to compare the service they 'experience' with the service they 'expect' . If the experience does not match the expectation , there arises a gap. Ten determinants that may influence the appearance of a gap were described by Parasuraman, Zeithaml and Berry. in the SERVQUAL model: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding the customer and tangibles.
Later, the determinants were reduced to five: tangibles; reliability; responsiveness; service assurance and empathy in the so called RATER model." [Service quality. Wikipedia]
The block diagram example "Gap model of service quality" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Block Diagrams solution from the area "What is a Diagram" of ConceptDraw Solution Park.
A customer's expectation of a particular service is determined by factors such as recommendations, personal needs and past experiences. The expected service and the perceived service sometimes may not be equal, thus leaving a gap. The service quality model or the ‘GAP model’ developed by a group of authors- Parasuraman, Zeithaml and Berry at Texas and North Carolina in 1985 , highlights the main requirements for delivering high service quality. It identifies five ‘gaps’ that cause unsuccessful delivery. Customers generally have a tendency to compare the service they 'experience' with the service they 'expect' . If the experience does not match the expectation , there arises a gap. Ten determinants that may influence the appearance of a gap were described by Parasuraman, Zeithaml and Berry. in the SERVQUAL model: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding the customer and tangibles.
Later, the determinants were reduced to five: tangibles; reliability; responsiveness; service assurance and empathy in the so called RATER model." [Service quality. Wikipedia]
The block diagram example "Gap model of service quality" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Block Diagrams solution from the area "What is a Diagram" of ConceptDraw Solution Park.
Block Diagram Creator
A block diagram is a diagram of a system in which the principal parts or functions are represented by blocks connected by lines that show the relationships of the blocks. ConceptDraw PRO diagramming and vector drawing software extended with Block Diagrams Solution from the "Diagrams" Area is a powerful Block Diagram Creator.Process Flowchart
ConceptDraw is Professional business process mapping software for making process flow diagram, workflow diagram, general flowcharts and technical illustrations for business documents. It is includes rich examples, templates, process flowchart symbols. ConceptDraw flowchart maker allows you to easier create a process flowchart. Use a variety of drawing tools, smart connectors, flowchart symbols and shape libraries to create flowcharts of complex processes, process flow diagrams, procedures and information exchange.Block Diagrams
Block diagrams solution extends ConceptDraw PRO software with templates, samples and libraries of vector stencils for drawing the block diagrams.
Total Quality Management TQM Diagrams
Total Quality Management Diagrams solution extends ConceptDraw PRO software with samples, templates and vector stencils library for drawing the TQM flowcharts.
Types of Flowchart - Overview
When designing a process or an instruction in clear way, you should consider creating a flowchart. A Process Flow Diagram is the method. You can avoid wasting a lot of time understanding complex concepts as they get clear with different diagrams.ConceptDraw Solution Park
ConceptDraw Solution Park collects graphic extensions, examples and learning materials
Workflow Diagram
Workflow diagram visually describes an repeatable pattern of organizational activity powered by resources. Workflow diagram explains and document the process flow which needs to be organized or exists and needs to be learned and executed. Workflow diagram can be part of project documentation, company policies or sertification process to comply a standard.The workflow represents the transferring of data, documents or tasks during a work process. To make it easier to study and analyze working processes, and to present them in a simple visual manner, workflow diagrams are used. To create these diagrams professional use workflow diagram maker software ConceptDraw PRO.
TQM Diagram Tool
The Total Quality Management Diagram solution helps you and your organization visualize business and industrial processes. Create Total Quality Management diagrams for business process with ConceptDraw software.Business Diagram Software
ConceptDraw business diagram Software is the most powerful business and relational charting software. Create advanced, completely customizable flow charts, organizational charts, business process diagrams, work flow diagrams, audit diagram, value stream maps, TQM diagrams, ERD diagrams, EPC diagrams, marketing diagrams, cause and effect diagrams, dashboards, infographics and other relational business diagrams from your data.Definition TQM Diagram
The Total Quality Management Diagram solution helps your organization visualize business and industrial processes. Create Total Quality Management diagrams for business process with ConceptDraw software.UML Composite Structure Diagram
UML Composite Structure Diagram shows the internal structure of a class and the possible interactions at this structure.Total Quality Management with ConceptDraw
Total Quality Management (TQM) system is the management method where the confidence in quality of all organization processes is placed foremost. The given method is widely used in production, in educational system, in government organizations and so on.Basic Flowchart Symbols and Meaning
Flowchart Symbols and Meaning - Provides a visual representation of basic flowchart symbols and their proposed use in professional workflow diagram, standard process flow diagram and communicating the structure of a well-developed web site, as well as their correlation in developing on-line instructional projects. See flowchart's symbols by specifics of process flow diagram symbols and workflow diagram symbols.Swim Lane Diagrams
Swim Lane diagrams are the variety of process flow diagrams and are based on the IDEF3 standard. They were developed by Lynn Shostack for usage in projecting. With their help organization diagrams are combined with process flow, as they visually display an object of the production system which is charged with given concrete processes in general flow of processes of the production system.- Quality Diagram
- Block diagram - Gap model of service quality | Block Diagram ...
- Quality Block Diagram Template
- Block diagram - Total solution process | Total Quality Management ...
- Decision Making | Block diagram - Customer decision making ...
- Block Diagram In Quality Control
- Block diagram - Gap model of service quality
- Block diagram - Gap model of service quality | Quality Mind Maps ...
- Block Diagram Of Quality Engineering
- Block diagram - Gap model of service quality | Block diagram ...
- Block diagram - Gap model of service quality | Types of Flowchart ...
- Block Diagram Of Management Process
- Block diagram - Gap model of service quality | Block Diagram ...
- Block diagram - Gap model of service quality | Process Flowchart ...
- Block diagram - Gap model of service quality | Fishbone Diagram ...
- Block diagram - Gap model of service quality | Block Diagrams ...
- Block diagram - Customer decision making | Total Quality ...
- Block diagram - Gap model of service quality | Business Process ...
- Block diagram - Gap model of service quality | Block diagram ...
- Block diagram - Gap model of service quality
- ERD | Entity Relationship Diagrams, ERD Software for Mac and Win
- Flowchart | Basic Flowchart Symbols and Meaning
- Flowchart | Flowchart Design - Symbols, Shapes, Stencils and Icons
- Flowchart | Flow Chart Symbols
- Electrical | Electrical Drawing - Wiring and Circuits Schematics
- Flowchart | Common Flowchart Symbols
- Flowchart | Common Flowchart Symbols