Service Quality

Description

Course Title: Service Quality

Course Description: This course focuses on the essential principles and practices for managing and improving service quality in various industries. Students will explore the concept of service quality, its impact on customer satisfaction, and how organizations can measure, monitor, and enhance service delivery to achieve long-term success. Key topics include the SERVQUAL model, customer expectations, quality management systems, continuous improvement, and service recovery strategies. The course also covers the role of leadership, employee training, and customer feedback in building a culture of quality service. By the end of the course, students will be equipped with the knowledge and tools needed to assess, implement, and manage service quality initiatives that elevate customer experiences and organizational performance.

Key Topics:

• Introduction to Service Quality: Definition, Importance, and Dimensions
• Understanding Customer Expectations and Perceptions
• The SERVQUAL Model: Measuring and Managing Service Quality
• Quality Management Systems (QMS) in Service Organizations
• Total Quality Management (TQM) and Continuous Improvement
• Service Design and Delivery: Ensuring Consistency and Reliability
• Customer Feedback and Measuring Customer Satisfaction
• Service Recovery: Addressing Complaints and Improving Loyalty
• Employee Engagement and Training for Service Excellence
• The Role of Technology in Enhancing Service Quality
• Leadership and Organizational Culture in Service Quality Management

By the end of this course, students will have a solid understanding of service quality management techniques and will be able to design, implement, and evaluate strategies to improve customer satisfaction and operational efficiency in service-oriented businesses.