5 Dimensions of Service Quality- SERVQUAL Model. Servqual Model of Service Quality Questionnaires.
Five Dimensions of Service Quality
The 5 Dimensions of Service Quality refers to the SERVQUAL Model of 5 key service dimensions: Reliability, Assurance, Tangibles, Empathy, and Responsiveness. The Servqual model or five service quality dimensions is also known as the Service Quality Model. SERVQUAL Model is a multi-dimensional research process intended to measure the gap scores between expected and perceptions of service quality of the customers based on five dimensions. The three American marketing scholars, A Parsu Parasuraman, Valarie A. Zeithaml, and Leonard L Berry, produced and implemented this model.
Therefore, the five service quality dimension model is also known as the SERVQUAL Model or RATER model, introduced between 1983 and 1988.
SERVQUAL Model
The Servqual model refers to the five dimensions of service quality that measure the customer’s expectations. The Servqual model classifies the elements or components of service quality known as the five critical service quality dimensions. Although the model developers initially proposed ten service quality dimensions, many experts later finalized only five dimensions of service quality: reliability, assurance, tangibles, empathy, and responsiveness. The marketing students formed an acronym RATER from the first capital letter of every dimension or component. However, after measuring the gaps, this model recommends the most common causes of service quality problems.
Servqual Model 10 Dimensions
However, Initially, the introducers of the Servqual model proposed ten dimensions of service quality that are as follows: Reliability, Responsiveness, Competence, Access, Courtesy, Communication, Credibility, Security, Knowing the Customer, also, Tangibles.
Dimensions of Service Quality
The 5 Dimensions of Service Quality are
- Reliability
- Assurance
- Tangibles
- Empathy
- Responsiveness.
1. Reliability
Reliability is an essential dimension of the Servqual model that confirms the capacity to provide services exactly, on time, and credibly. Consistency is critical for providing assistance or product to customers on time with error-free conditions. You have to respect the commitment to give your service on time accurately as you promised to them.
For example, the organization sends mail to customers daily.
2. Assurance
Assurance means creating trust and credibility for the customers. It depends on the employee’s technical knowledge, practical communication skills, courtesy, credibility, competency, and professionalism. Therefore, these skills will help the organization gain customer trust and credibility.
The assurance dimension combines four factors: competence, courtesy, credibility, and security. Firstly, competence means having the requisite skills and knowledge.
Courtesy refers to the politeness, respect, consideration, and friendliness of contact staff.
Credibility is the trustworthiness, believability, and honesty of the staff.
Finally, security means freedom from danger, risk, or doubt.
Example of the assurance dimension
The employee shows respect and is polite to the customers while servicing them.
3. Tangibles
Tangibles represent the physical facilities, employees’ appearance, equipment, machines, and information system. It focuses on facilitating materials and physical facilities.
For example, the organization maintains a clean environment, and staff follows the appropriate dress code.
4. Empathy
Empathy means focusing on the customers attentively to ensure caring and distinguishing service. It is an essential attitude in some countries in the world to serve every customer individually. It is also a great process to satisfy customers psychologically and increase confidence, trust, and loyalty. The company might lose its customers due to the lack of empathy among the employees; therefore, they need to ensure compassion.
Additionally, empathy is a combination of the following factors:
- Access (physical and social) – (For example, approachable and ease of contact).
- Communication – (For instance, keeping customers informed in a language they understand and listening to them).
- Understanding the customer – ( For example, trying to get to know customers and their specific needs).
For example, they are active listeners when customers speak and recognize regular customers by name.
5. Responsiveness
Responsiveness refers to the eagerness to assist customers with respect and provide quick service to satisfy them. This dimension focuses on the two essential factors, including willingness and promptness. So, you have to ensure that the customer is getting their service quickly without delay and make the customers feel that you are very interested in helping them. Responsiveness will be defined by the length of time when customers wait for the answer or solution. In short, responsiveness solves the customer problem as soon as possible by providing expected information or replacing products.
Example of the Responsiveness Dimension
The employee keeps no customer in the waiting serial and replaces the product quickly before finishing the promised period.
SERVQUAL Survey Questionnaire
The Servqual survey refers to the instruments of the Servqual model. The instrument consists of 22 perception items. The researchers utilize these instrument questionnaires to evaluate consumers’ thoughts and expectations regarding the quality of service. Therefore, it is also known as a servqual questionnaire for customer satisfaction. The developers of the Servqual model designed 22 perception items also 22 expectation items to set them into five dimensions of service quality. The Servqual model questionnaire assesses the gap score of the company that comes out ideally.
SERVQUAL Model Questionnaire Example
Reliability1. Our Gloant automobile repairer fixes faults in cars as promised. Assurance10. The apprentices of Our Gloant automobile repairer create confidence in customers Tangibles19. Our Gloant automobile repairer makes use of modern equipment in repairing cars Empathy14. The apprentices of our Gloant automobile repairer give customers individual attention. Responsiveness6. Our Gloant automobile repairer always informs customers when services will be performed. |
Servqual Questionnaire Example
Conclusion
In conclusion, the Servqual or Service Quality Model has become popular and accepted worldwide because of increasing customer service quality. It is a multi-dimensional research system representing a customer satisfaction framework to satisfy customers and stakeholders. The 5 Gaps in Service Quality are Knowledge Gap, Policy Gap, Communication Gap, Delivery Gap, and Customer Gap.
Citation For This Article (APA 7th Edition)
| Kobiruzzaman, M. M. (2023, January 6). Five Dimensions of Service Quality- Servqual Model of Service Quality. Newsmoor- Best Online Learning Platform. https://newsmoor.com/servqual-model-five-key-service-dimensions-servqual-gaps-reasons/ |
Good day Sir,
May I ask permission to adopt this questionnaire with citation for our research paper? I am hoping for your response Sir and Thank you very much.
Yes, you can utilize the questionnaire accordingly.
Dear Sir/Ma’am
Good day!
May I ask permission to include the questionnaire shown in Figure 2 in my research?
Thank you very much for your approval.
Yes, You can adopt the questionnaire.
Good day Sir, may I request the permission to use the set of questionnaires with citation as I’m currently conducting a research related to the service quality dimensions. Hope to get your response. Thank you so much!
Yes, you can adopt the questionnaire to your study.
Dear Mr. Kobiruzzaman,
Good day!
My colleagues and I would like to request permission to use your SERVQUAL Survey Questionnaire in our research project titled “Coffee Shop Operation: Assessing the Quality of Service Offered by the Selected Coffee Shop Basis for Customer Satisfaction.”
Thank you very much, and I am hoping for your response.
Thank you for asking permission. You are permitted to adopt the questionnaire.
Dear Mr. Kobiruzzaman
Please may you kindly grant me permission to use your questionnaire for my research on customer satisfaction and evaluation of service quality. Thank you.
Yes, You can use the questionnaire.
Dear Sir/Ma’am
Good day!
May I ask permission to use this questionnaire for my action research. Thank you very much for your approval.
You are allowed to use the questionnaire for your study.
Good day, Mr. Kobiruzzaman,
May I ask permission to use this questionnaire for our research study entitled “Food Sanitation, Service Quality and Customer Satisfaction.” Thank you very much and I am hoping for your response.
Good day sir. We are currently working on our Thesis about the service quality and our adviser said that your study has a questionnaire related to our topic so I am humbly asking for permission to use your questionnaire on conducting our survey. But, I am assuring you sir that we will properly cite your work. thank you very much and hoping for your positive reply.
You are permitted to use this questionnaire and thank you.
Dear sir,
I would like your permission to use your questionnaire to assess the SERQUAL model questionnaire as an instrument in my research study. May I ask your permission for use it.!
Thank you.!
S.M.I.S.Samarathunga
You are permitted to use the Questionnaire. Thank you
Good day !
Dear sir ,
May I have your permission to use your SERVQUAL Survey Questionnaire for my research.
Thank you for this valuable questionnaire and your permission.
Many thanks,
S.M.I.S.Samarathunga.
Good day Mr. Kobiruzzaman!
I’m currently working with a group on a research paper regarding the customer satisfaction of a theme park’s service quality. With that being said, may I formally request to adapt your questionnaires to be used in our research methodology. We assure you that proper citations and credits will be given.
Thank you for asking permission to use the questionnaire. You are permitted to use it using citation correctly.
Dear Mr. Kobiruzzaman, M. M., I would also like to ask your formally permission to use the questionnaires you create for my thesis. I am now in the middle of finishing my thesis for Tourism Magister Degree. Rest assure that I will include the proper citation, thank you sir.
You are allowed to adopt the questionnaire.
Dear Mr. Kobiruzzaman,
Warm greetings!
This is to formally ask permission to use this questionnaire for my research study which is very similar to yours. I am humbly asking permission to have a copy of your questionnaires to conduct my study. Rest assured citation will be included. I am hoping for your immediate and positive response. Thank you very much.
Good Day dear Cindy Delgado!
You are permitted to use the questionnaire.
Good day Sir! I’m Jerlyn Enriquez, a third-year college student at the University of Perpetual Help System Dalta-Calamba Campus. We are now conducting a research for our requirements on the Program Tourism Management, and our study is somehow related to yours. I’m respectfully requesting permission to use a copy of your questionnaires to be used in our research. I definitely await your response. Thank you so much
You are permitted to utilize the questionnaire.
Good day Sir! I’m Jerlyn Enriquez, a third-year college student at the University of Perpetual Help System Dalta-Calamba Campus. We are now conducting a research for our requirements on the Program Tourism Management, and our study is somehow related to yours. I’m respectfully requesting permission to use a copy of your questionnaires to be used in our research. I definitely await your response. Thank you so much.
Dear Mr. Kobiruzzaman
Good day!
May I ask permission to use this questionnaire for our case study entitled Evaluating customer satisfaction on the services provided during post pandemic: A case study of selected restaurant in Robinsons Galleria, Ortigas avenue Quezon, city. and will include citations.
Thank you so much I am hoping for your approval.
Yes, you may use the questionnaire. Thank You
Good day! Mr. Kobiruzzman, I’m Kenneth R. Villajos, a third-year college student of Sto. Tomas College of Agriculture, Sciences and Technology. Our school is located at the Municipality of Sto. Tomas, province of Davao del Norte, Philippines. We are currently making our research right now for our study and the title of our study is somehow related to your study. I am humbly asking permission to have a copy of your questionnaires to conduct our study about Service Quality and Customer Satisfaction of Food Industry. It will be a great opportunity for us if you allowed it. Hoping for your response. Thank you so much.
You can utilize the questionnaire for your study. Have a good day.
Dear Mr. Kobiruzzaman,
Warm greetings!
This is to formally ask permission to use this questionnaire for my research study entitled, The Customer Service Satisfaction Towards Binalbagan Water District Frontline Services. Rest assured citation will be included. I am hoping for your immediate and positive response. Thank you very much.
Angie Blaise Cañon
Yes, You are permitted to use this questionnaire.
Good day! Mr. Kobiruzzman, I’m Kim. I’m currently making my research right now for my research study and the title of the study is somehow related to your study. I am humbly asking permission to have a copy of your questionnaires to conduct my study. It will be a great opportunity for me if you allowed it. Hoping for your response. Thank you so much.
Yes, You may utilize the questionnaires for your study. You are most welcome (Marifel Quimno).
Greetings, Sir Kobiruzzaman!
May I ask permission to include the model shown in Figure 1 in my research?
Thank you very much and will await your approval.
You are permitted to include the model in your study.
Hello Sir,
Asking for your permission to use some of the questions you have in my study.
thank you and best regards.
Yes, you may use the questions, however, you should ensure citation
Dear Mr. Kobiruzzaman,
Good day!
May I ask permission to use this questionnaire for our research study entitled “The Impact of Service Quality on Customer Satisfaction of Selected Cafes in Silang, Cavite.” Thank you very much and I am hoping for your response.
Yes, you may use the questionnaire with citation
Dear Sir/Ma’am
Good day!
May I ask permission to use this questionnaire for my action research. Thank you very much for your approval.
Yes, You can use the questionnaire with citations.
Dear Sir/Madam,
Do you mind provide the citation of figure 1 “Five dimensions of service quality -SERQAUL model? I want to use it in my manuscript.
Thanks a lot,
Xia
Kobiruzzaman, M. M. (2021, September 6). Five Dimensions of Service Quality- Servqual Model of Service Quality. Newsmoor- Best Online Learning Platform. https://newsmoor.com/servqual-model-five-key-service-dimensions-servqual-gaps-reasons/