Jan 8
What is Service Quality or SERVQUAL model?
Service Quality (SERVQUAL Model) is a powerful and globally recognized framework used to measure and improve service performance by identifying the gap between what customers expect and what they actually experience. Developed by Parasuraman, Zeithaml, and Berry, the SERVQUAL model evaluates service quality across five key dimensions — Tangibility, Reliability, Responsiveness, Assurance, and Empathy. It helps organizations understand customer needs, improve service delivery, boost satisfaction, and build long-term customer loyalty.
