Five Dimensions of Service Quality- Servqual Model of Service Quality

5 Dimensions of Service Quality- SERVQUAL Model. Servqual model of service quality, also RATER model. The Five Dimensions of Service Quality are Reliability, Assurance, Tangibles, Empathy, also Responsiveness.

Five Dimensions of Service Quality

The 5 Dimensions of Service Quality refers to the SERVQUAL Model of 5 key service dimensions, such as Reliability, Assurance, Tangibles, Empathy, and Responsiveness. Servqual model or five dimensions of service quality 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

Servqual model refers to the five dimensions of the service quality that measure the customer’s expectations. The Servqual model classifies the elements or components of service quality known as five critical service quality dimensions. Although the model developers initially proposed ten service quality dimensions, many experts later finalize 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, this model recommends the most common causes of service quality problems after measuring the gaps.

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.

5 Dimensions of Service Quality- SERVQUAL Model. 5 Dimensions of Service Quality Example are Reliability, Assurance, Tangibles, Empathy, Responsiveness. 5 components of service quality. 5 dimensions of service.
Figure 1: 5 Dimensions of Service Quality- SERVQUAL Model

Dimensions of Service Quality

The 5 Dimensions of Service Quality are
  1. Reliability
  2. Assurance
  3. Tangibles
  4. Empathy
  5. 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 a critical factor for providing assistance or product to the 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 is sending mail to the customers every day on time.

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 to gain customer trust and credibility.

The assurance dimension combines four factors; for example, 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 is showing respect and being 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 inside 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, making an effort to get to know customers and their specific needs).

For example, they are an active listener when customers are speaking and recognizing regular customers by name.

5. Responsiveness

Responsiveness refers to the eagerness to assist customers with respect and provide quick service to satisfy. 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 waiting serial and replaces the product quickly before finishing the promised period.

SERVQUAL Instrument

The instruments of the SERVQUAL Model consist of 22 perceptions items. The author has used these instruments to evaluate consumers’ thoughts and expectations regarding the quality of service. The developers of the Servqual model designed 22 perceptions items also 22 expectation items to set into five dimensions of service quality. The gap score of the customers will come out ideally.

SERVQUAL Questionnaire Example
Servqual instruments- 22 scale items
Figure 2: SERVQUAL Instrument- 22 Scales Items

The 5 Gaps of Service Quality are Knowledge Gap, Policy Gap, Communication Gap, Delivery Gap, and Customer Gap.

In conclusion, the Servqual Model or Service Quality Model has become very popular and worldwide accepted because of increasing the customers’ service quality. It is a multi-dimensional research system that represents a customer satisfaction framework to satisfy customers and stakeholders.

Citation For This Article (APA 7th Edition)
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/

Tuckman Theory- Tuckman’s Stages of Group Development

Tuckman Theory- Tuckman’s Stages of Group Development. Tuckman’s Five Stages of Group Development are Forming, Storming, Norming, Performing, and Adjourning. Advantages and Disadvantages of Tuckman Theory.

Tuckman Theory

Tuckman’s theory refers to the five stages of the group development model developed by Bruce Tuckman in 1965. It is also known as Tuckman’s model, Tuckman theory, Tuckman ladder, five stages of group development theory, Tuckman’s team development model, Tuckman theory of communication, and Tuckman stages.

Bruce Tuckman introduced his four stages of group development theory in 1965. However, in the 1970s, he added the fifth stage to his four stages of group development theory. In 1977, Tuckman and Mary Ann Jensen included the fifth and final stage into Tuckman’s theory. The name of the fifth stage is Adjourning, which represents the happiness of achieving the interdependent group goal by the group member. So, it gets known as Tuckman and Jensen’s theory after adding the fifth stage.

Tuckman’s Stages of Group Development

Tuckman’s five stages of group development are Forming, Storming, Norming, Performing, and Adjourning. It is one of the appropriate theories for explaining the behavior of group members with dynamic characteristics. Additionally, a perfect theory to describe how the group members adjust and adapt in a group gradually.

Tuckman Theory
Tuckman Theory of Group Development

Tuckman’s Five Stages of Group Development

Tuckman Five Stages of Group Development is
  1. Forming Stage
  2. Storming Stage
  3. Norming Stage
  4. Performing Stage
  5. Adjourning Stage.
1. Forming Stage of Group Development: (Orientation)

Forming is the first stage of Tuckman’s theory of communication, also known as the five stages of the group development model. Usually, members carefully explore both personal and group goals in this stage. They feel uncomfortable working with a group of strangers, or unfamiliar colleagues try to understand and test personal relationships. Member also orients itself to itself.

Primary Tension

Firstly, group member feels social unease and stiffness that accompanies the getting-acquainted stage in a new group. They become overly polite with one another. Additionally, members don’t interrupt one another. They often speak softly and avoid expressing strong opinions, also talk less, and provide little in the way of content.

How to Solve the Tension?

Firstly, the members should be positive and energetic so that other members build positive attitudes toward them. Secondly, smile and Laugh at others when interacting with them. Additionally, nod in agreement and exhibit enthusiasm because it is a useful non-verbal cue to hold effective interactions. Group members should also be patient and open-minded, knowing that the primary tension will decrease with time. Finally, Be prepared and informed before your first meeting to help the group focus on its task.

2. Storming Stage of Group Development: (Power Struggle)

Storming is the second stage of Tuckman’s theory of Group Development. Group members become argumentative also emotional. The most confident members begin to compete for both social acceptance and leadership. Many groups try to skip this stage to avoid competition and conflict Conflict is necessary to establish a climate in which members understand the value of disagreeing. The conflicts among group members are also known as noise in communication.

  • Conflict ⇒ cohesion dialectic.
  • Leadership ⇒ follower ship dialectic.
Secondary Tension in Tuckman’s Model

Firstly, frustrations and personality conflicts are experienced by group members as they compete for acceptance and achievement within a group. Members have gained enough confidence to become assertive and even aggressive as they pursue positions of power and influence. They gain a high level of energy and agitation. The group becomes noisier, more dynamic, and physically active in this stage of group development. Usually, members start to speak in louder voices, interrupting and overlapping one another so that two or three people may be speaking simultaneously. Members sit up straight, lean forward, or squirm in their seats. Finally, everyone is alert and listening intently.

How to Solve the Tension?

Making jokes is very important to avoid tension in the second stage of Tuckman’s theory. They should work outside the group setting to discuss the personal difficulties and anxieties of group members.

3. Norming Stage of Tuckman’s Theory (Cooperation)

Norming is the third stage of Tuckman’s 5 Stages of Group Development Theory. Members start learning to work as a cohesive team and task-oriented. They start developing “rules of engagement.” However, they feel more comfortable with one another and are willing to disagree and express opinions – communication becomes open. Finally, a feeling of trust and clear goals emerge inside the group.

4. Performing Stage of Group Development: (Synergy)

Performing is the fourth stage of Tuckman’s 5 Stages of Group Development theory. Members become fully engaged and eager to work at this stage. Members adjust and adapt to the situation and also start solving critical problems. In this stage, the group identity, loyalty, and morale are generally high. However, disagreements do occur, but members usually resolve intelligently and amicably. Finally, Interaction patterns reflect virtually no tension; instead, the members are cheerful, loud, boisterous, laughing and verbally backslapping each other”.

5. Adjourning Stage of Group Development: (Closure)

Adjourning refers to the fifth stage of Tuckman’s 5 Group Development Theory. Members have usually achieved their common goal and may begin to disband. It also represents whether the group members will work together or form a new group. Finally, they are happy with what they have achieved but feel lost when the group dissolves.

  • Disband = confront relational issues (For example, how to retain friendships with other members).
Tuckman’s Theory of Communication

Tuckman’s theory of communication has significant theoretical and practical contributions to research. The Five Stages of Tuckman’s Theory of Communication are Forming, Storming, Norming, Performing, and Adjourning. Although, in 1965, Tuckman proposed a four-stage group development theory but later added the fifth stage called adjourning. Tuckman’s theory assists group members to subdue the group barriers. It also helps to adjust them in the group gradually.  Therefore, it is known as a group facilitation theory. Tuckman’s group development theory consists of five stages that facilitate group formation and development.

Tuckman identified both advantages and disadvantages of group communication; therefore, he provided suggestions on reducing the barriers in group communication.

Advantages and Disadvantages of Tuckman’s Theory

The Tuckman model has both theoretical and practical advantages and disadvantages. Many researchers have identified the pros and cons of the Tuckman theory. It is also known as the strengths and limitations of the Tuckman model.

Advantages of Tuckman Theory

Firstly, Tuckman’s theory clarifies the specific stages of any group and team discussion; for instance, the 5 stages of group development are forming, storming, norming, performing, and adjourning. Tuckman’s theory helps to understand more about primary and secondary tension. It also recommends how to reduce these tensions to active the group. It is essential to decline the tension among the group because these tensions are obstacles to achieving the group goal. Additionally, it strengthens the relationship among group members and motivates them to be productive. Finally, the Tuckman group developing theory shows the perfect successful way of solving group uncertainty issues and gaining interdependent goals.

Disadvantages of Tuckman Theory

Tuckman’s Theory consists of five important stages that really difficult to maintain one by one. Group members need to follow different instructions to maintain effective communication and a good relationship with group members. Additionally, there is no instant solution to solve all conflicts in group communication, although suggested some recommendations to reduce conflicts. Furthermore, Tuckman’s model did not mention what would have happened if the storming stage did not end. Finally, Tuckman’s model has been failed to discuss why the group change over time.

Citation for this Article (APA 7th Edition)
Kobiruzzaman, M. M. (2021, January 30). Tuckman Theory of Communication, Advantages, and Disadvantages. Educational Website For Online Learning. https://newsmoor.com/tuckmans-model-five-stages-of-group-and-team-development-theory/
Tuckman 1965 Reference Apa 7th Edition

Tuckman, B. W. (1965). Developmental sequence in small groups. Psychological Bulletin63(6), 384.