Assessment of Service Quality

Catalog description

The service sector encompasses a large and varied arena making the assessment of service quality challenging. This course will provide quality evaluation strategies which span a variety of service sectors. To build a comprehensive picture of public and private sector quality service indicators will be reviewed as well as strategies to assess service quality. Each of these approaches will be analyzed, discussed and evaluated for the output generated. To assist with this overview, the Serve/Qual model, including the identification of service standards to meet and exceed customer expectations, will be used to evaluate service quality.