Costumer service Essay Example | Topics and Well Written Essays - 2000 words

Costumer service - Essay Example Researchers have developed different models for quantifying customer service as explained by Kapur (2010). The models are significant since they help the management in identifying problematic areas in quality control. This helps the management to devise strategies to improve on customer service leading to an overall improvement of profitability and performance of the firm (Pang 2007). Most of the models in customer service focus on the concept of service quality gap. If the customer expectations are greater that performance, then the perceived quality is less and the customer is said to be dissatisfied. The current case will take the 4 Gap Model to measure customer service. The 4 Gap Model Research has been conducted in different sectors including banking, telecommunication, repair and maintenance and in insurance concerning the model (Ramsaram- Fowdar 2007). The gap models developed by researches are used to measure the service quality expectations before and after the service. Ther e are five major determinants of service quality in the model are tangibility, reliability, perceptibility, safety and empathy. The use of The 4 Gap model shown below became widespread in the measurement of service quality. The model has received criticism when analyzed from a methodological and conceptual aspect. In spite of this, the model has been used in various researches regarding quality of customer service (Ben-Haim 2006). The basic feature of the model is that it places an emphasis on oversight regarding quality between the customer and the service provider (The Marketing Association of Australia and New Zealand 2011). The