DESIRED QUALITY

ZONE OF

TOLERANCE

ADEQUATE QUALITY

SERVICE QUALITY IS A CRITICAL ELEMENT OF CUSTOMER’S

PERCEPTION

DESIRED & ADEQUATE SERVICE LEVELS

THE TYPE OF SERVICE CUSTOMERS HOPE TO RECEIVE IS TERMED AS DESIRED SERVICES.

THE LEVEL OF SERVICE AT WHICH THE CUSTOMER THINKS THAT AT LEAST THIS LEVEL OF SERVICE HE WILL GET OTHERWISE HE WILL NOT BE SATISFIED, IS TERMED AS ADEQUATE SERVICE.

PREDICTED SERVICE LEVEL

THE LEVEL OF SERVICE THAT CUSTOMERS ANTICIPATE RECIEVENG IS KNOWN AS PREDICTED SERVICE WHICH DIRECTLY AFFECTS HOW THEY DEFINE ADEQUATE SERVICE IS PREDICTED LEVEL.

ZONE OF TOLERANCE

IS THE DIFFERENCE BETWEEN THE DESIRED AND

ADEQUATE LEVELS OF SERVICESTHE BIGGER IS THE DIFFERENCE THE HIGHER

THE ZONE OF TOLERANCE AND HIGHER LEVEL OF UNSATISFACTION TOO.

PARAMETRES OF SERVICE QUALITY

SERVICE QUALITY PERCEPTION RELATED TO ZONE OF TOLERANCE BY DIMENSION

0 RELIABITY RESPONSIVENESS ASSURANCE EMPATHY TANGEABILES

DIAMETRES OF SERVICE QUALITY

IN THE FIGURE

DESIRED SERVICE LEVEL

ZONE OF TOLERANCE

ADEQUATE WHAT CUSTOMER

SERVICE ACTUALY GETS

LEVEL

PREPARED BY

DIWAKAR CHATURVEDI

THANKS