SERVQUAL – measuring service quality

SERVQUAL (Service Quality) is a self-administered questionnaire designed to measure how customers view/judge service quality. Parasuraman et al (1994) defined service quality as the degree of discrepancy between customers’ normative expectations for the service and their perceptions of the service performance.
Parasuraman made the assumption that customers judge service quality by making a comparison between their expectation of the service that they should receive and their perceptions of the service that they actually receive.

HR Operational Improvement – managing your care staff and delivering better care

The need to effectively manage human capital is placing increased demands on the human resources team in every enterprise. Especially in those organisations managing diverse highly skilled workforces.

Should we include service credits when we design a service level agreement?

Rather than a service credit clause, it is far better to put in place governance that forces the supplier to act to fix the issue, perhaps to the extent of the customer being able to call in independent consulting advice at the supplier’s expense to support service resolution.