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SERVQUAL Mastery; A Step-by-Step Guide to Service Quality Assessment and Improvement

SERVQUAL Mastery; A Step-by-Step Guide to Service Quality Assessment and Improvement

$199.00
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SERVQUAL Mastery: A Step-by-Step Guide to Service Quality Assessment and Improvement



Course Overview

This comprehensive course is designed to equip participants with the knowledge and skills necessary to assess and improve service quality using the SERVQUAL model. Participants will receive a certificate upon completion, issued by The Art of Service.



Course Features

  • Interactive and engaging content
  • Comprehensive and personalized learning experience
  • Up-to-date and practical information
  • Real-world applications and case studies
  • High-quality content developed by expert instructors
  • Certificate of Completion issued by The Art of Service
  • Flexible learning schedule and user-friendly interface
  • Mobile-accessible and community-driven
  • Actionable insights and hands-on projects
  • Bite-sized lessons and lifetime access
  • Gamification and progress tracking features


Course Outline

Module 1: Introduction to SERVQUAL

  • Defining service quality and its importance
  • Overview of the SERVQUAL model
  • History and development of SERVQUAL
  • Key components of SERVQUAL: tangibles, reliability, responsiveness, assurance, and empathy

Module 2: Understanding Customer Expectations

  • Defining customer expectations and their role in service quality
  • Types of customer expectations: desired, adequate, and predicted
  • Factors influencing customer expectations
  • Measuring customer expectations: surveys, focus groups, and interviews

Module 3: Assessing Service Quality

  • Methods for assessing service quality: SERVQUAL, SERVPERF, and Gap Analysis
  • Designing and administering surveys and questionnaires
  • Analyzing and interpreting data: descriptive statistics and inferential statistics
  • Identifying service quality gaps and prioritizing improvements

Module 4: Improving Service Quality

  • Developing a service quality improvement plan
  • Implementing changes: people, processes, and technology
  • Measuring and evaluating the effectiveness of improvements
  • Sustaining service quality over time

Module 5: Case Studies and Applications

  • Real-world examples of SERVQUAL in practice
  • Applying SERVQUAL to different industries and contexts
  • Lessons learned and best practices
  • Future directions for SERVQUAL and service quality

Module 6: Advanced Topics in SERVQUAL

  • Criticisms and limitations of SERVQUAL
  • Alternative models and approaches to service quality
  • Integrating SERVQUAL with other management frameworks and tools
  • Future research directions for SERVQUAL

Module 7: Final Project and Assessment

  • Applying SERVQUAL to a real-world problem or case study
  • Developing a comprehensive service quality improvement plan
  • Presenting and defending the plan
  • Final assessment and course wrap-up


Certificate of Completion

Upon completing the course, participants will receive a Certificate of Completion issued by The Art of Service. This certificate demonstrates mastery of the SERVQUAL model and its application to service quality assessment and improvement.



Target Audience

This course is designed for professionals and managers in service-oriented industries, including:

  • Service quality managers and directors
  • Customer experience managers and directors
  • Marketing and sales professionals
  • Operations and logistics managers
  • Human resources and training professionals
  • Anyone interested in improving service quality and customer satisfaction
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