Measurement of Service Quality (Servqual )
Telefon: +385 1 619 1969
Email: ognjen.cuckovic@gmail.com
Opis
Target Audience:
- Service industry employees
- Quality Managers
- HR Manager
- Managers, leaders and anyone with responsibilities in the company
- Number of participants: 4 - 10
Duration:
- 8 hours:
- 2 sessions (4 hours each)
Language:
- Turkish, English
Training Outcomes:
After completing this training course, the participant will earn below knowledge:
- Examining whether there is a difference between the quality of service expected and perceived by customers with this method
- Examining whether there is a difference between the quality of service expected and perceived by customers with this method
Training schedule:
- On-demand
Training Contents:
- Introduce to descriptive statistics
- Service Description
- Concept of Quality
- Service Quality
- Dimensions of Service Quality
- Expected Quality
- Perceived Quality
- Application Example