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    Dimensions of Quality For A Service

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    Shivam Wahi
    The document discusses the dimensions of quality for a service according to the SERVQUAL model: reliability, assurance, tangibles, empathy, and responsiveness. It uses Jio 4G network as an example, noting that Jio provides reliable voice/internet speeds of 1Mbps, has assured customers through campaigns during the pandemic, offers many outlets and door-to-door SIM delivery (tangibles), shows empathy through help videos, and emphasizes being responsive to customers. Overall, the document evaluates Jio based on these quality dimensions and concludes that meeting customer expectations in reliability, responsiveness, and commitment are key to emerging as a best service industry.

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    Dimensions of Quality For A Service

    Uploaded by

    Shivam Wahi
    39 views9 pages
    The document discusses the dimensions of quality for a service according to the SERVQUAL model: reliability, assurance, tangibles, empathy, and responsiveness. It uses Jio 4G network as an example, noting that Jio provides reliable voice/internet speeds of 1Mbps, has assured customers through campaigns during the pandemic, offers many outlets and door-to-door SIM delivery (tangibles), shows empathy through help videos, and emphasizes being responsive to customers. Overall, the document evaluates Jio based on these quality dimensions and concludes that meeting customer expectations in reliability, responsiveness, and commitment are key to emerging as a best service industry.

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    DIMENSIONS OF QUALITY FOR A SERVICE

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    The document discusses the dimensions of quality for a service according to the SERVQUAL model: reliability, assurance, tangibles, empathy, and responsiveness. It uses Jio 4G network as an example, noting that Jio provides reliable voice/internet speeds of 1Mbps, has assured customers through campaigns during the pandemic, offers many outlets and door-to-door SIM delivery (tangibles), shows empathy through help videos, and emphasizes being responsive to customers. Overall, the document evaluates Jio based on these quality dimensions and concludes that meeting customer expectations in reliability, responsiveness, and commitment are key to emerging as a best service industry.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    39 views9 pages

    Dimensions of Quality For A Service

    Uploaded by

    Shivam Wahi
    The document discusses the dimensions of quality for a service according to the SERVQUAL model: reliability, assurance, tangibles, empathy, and responsiveness. It uses Jio 4G network as an example, noting that Jio provides reliable voice/internet speeds of 1Mbps, has assured customers through campaigns during the pandemic, offers many outlets and door-to-door SIM delivery (tangibles), shows empathy through help videos, and emphasizes being responsive to customers. Overall, the document evaluates Jio based on these quality dimensions and concludes that meeting customer expectations in reliability, responsiveness, and commitment are key to emerging as a best service industry.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 9

    DIMENSIONS OF

    QUALITY FOR A SERVICE


    FOR THE REFERENCE THE SERVICE CHOSEN IS JIO 4G NETWORK
    What are the different dimensions of Quality for a
    service?
    Defining the dimensions of service quality is a daunting task. The SERVQUAL
    service quality model is a quality management framework was developed by a
    group of American authors, ‘Parasu’ Parasuraman, Valarie Zeithaml and Len
    Berry, in 1988. SERVQUAL dimensions of service quality are:
    1) Reliability
    2) Assurance
    3) Tangibles
    4) Empathy
    5) Responsiveness
    Reliability
    In terms of reliability a service should come with ability to perform the promised
    service with dependable and accurate results. When we talk of a
    telecommunication and network providing services, we always look after the
    availability of networks even in those areas where finding network is a very hard
    working task. Along with that in today’s scenario of digital world, we look for the
    internet speed provided to us matters more.
    Thus, talking in terms of JIO it is one the networks which came into the industry
    with 4G network services and till date it has 41.08 Crore people in the country
    are using it’s services. With it’s 4G network as promised voice quality over the
    calls and internet speed is almost 1mbps which used to be 300kbps in earlier
    times.
    Assurance
    “Knowledge and courtesy of employees and their ability to inspire trust and
    confidence.” Survival of service based industry depends upon the assurance
    they provide to customers because whenever there is the hinderance at the
    customer’s end company must be able to resolve the issue within the meantime
    mentioned in the policies. In case of telecommunication this mean time varies
    from 6Hrs to 72Hrs, however each service based industry has it’s own policies.
    When we talk of JIO, in this time of pandemic the service didn’t stop they
    started a campaign named #CORONAHAREGAINDIAJEETEGA #JIOTOGETHER
    this is done to assure whatever be the situation we stand by our customers and
    serving them is our first policy.
    Tangibles
    This includes “Physical facilities, equipment and appearance of personnel.” In
    telecommunication Physical facilities are outlets, equipment is sim card and
    appearance of the personnel who attends you is one’s professionalism.
    Jio has been proven one of the best in terms of tangibles as they have a huge
    number of outlets as well as door to door service for sim card is brought by Jio
    only.
    Empathy
    In literal sense, it means to show care. Whenever we talk of any service the
    empathy is foremost need by each customer.
    Talking about, telecommunication industry if an organization wants to survive
    the customer support staff should be caring, properly attentive.
    Jio is surely one of them who has a empathy for their customers. Example of
    learning videos to help yourself
    RESPONSIVENESS
    Willingness to help customers and provide prompt service. Well with an
    example it would be easy to understand the same.
    CONCLUSION
    To emerge as a best service based industry one has to meet the expectations of the customer
    which are
    1. More Reliability
    2. Responsiveness should be high
    3. Organization should bound to its commitment.
    With this we can evaluate the service industries.
    REFERENCES
    ❑ https://www.researchgate.net/publication/230669329_A_REVIEW_OF_SERVICE_QUALITY_MODELS
    ❑http://jio.com
    ❑Total Quality Management by Poornima M. Charantimath (3rd Edition)

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