HTM 3120 Lecture Notes - Lecture 7: Servqual, Statistical Process Control, Valarie Zeithaml

• School: University of Guelph
• Department: Hospitality and Tourism Management
• Course: HTM 3120
• Professor: Mark Holmes

Document Summary

Listening to customers: demonstrated willingness to help customers, prompt, timely action, quick, professional recovery from errors or omissions. Servqual model: consists of 22 question-pairs, expected and perceived service quality, supports the principle, if you can"t measure it, you can"t improve it . This survey deals with your opinions of banks. Please show the extent to which you think banks should posses the following features. What we are interested in here is a number that best shows your expectations about institutions offering bank services. The following statements relate to your feelings about the particular bank xyz you chose. Please show the extent to which you believe xyz has the feature described in the statement. Here, we are interested in a number that shows your perceptions about xyz bank. Excellent banking companies will have modern looking equipment. The physical facilities at excellent banks will be visually appealing. Employees at excellent banks will be neat appearing.