Service quality measurement
researchers usually pay attention to study the service quality from the basic idea
.The two main concepts is the concept of customer satisfaction. And the concept of service quality one. The first aim to measure satisfaction in various dimensions. The two concepts, measuring service quality ตามต state SERVQUAL proposed by C Tam.Today, art วัช (socialization.2011)
(Zeithaml while, and, Parasuraman Berry 1990: 28; Lovelock 1996:, 464-466) defines a dimension to measure the quality of service. (dimension of service quality) consists of 5 main dimensions And the meaning of the dimension or the viewpoint of quality service is
.1 dimension of concrete service (tangibility) means the physical characteristics that appear to Volpe. Namely the place. The personnel, equipment, tools, documents used in communication and symbols.Concern and intention from the carrier. The service is offered out concrete to make clients feel the service such ได้ชั clear up
.Dimension 2 Trust (reliability) means the ability to provide services to meet the promise to service recipients. The service allows every time must be accurate, appropriate, and got the results as the original in every point of the service.Can be trusted!Dimension 3 response (responsiveness) means the readiness and willingness to serve. Which can meet the needs of clients in a timely manner The client can get easily.As well as to spread service to thoroughly. Quick!Dimension 4 giving confidence (assurance) refers to the ability to create confidence to occur with service recipients. The service provider shall represent the skills and knowledgeGentle, have good manners Use effective communication and ensures that customers will get the best service!5 dimension recognition and understanding (empathy) means the ability to take care of clients according to different requirements of clients each. Which is in the same way with
.
การแปล กรุณารอสักครู่..