Introduction to Service Quality for Service Industries - Revised 2018
Learn about quality management standards and practices with this free online course on service quality.
Take this certificate on your own.
Start now and learn at your own pace.
CertificationView course modules
This course will first introduce you to different service industries such as health care, hospitality, and finance. You will look into the evolution of the QA methods such as the Design of Experiment (DOE), Quality Management Systems, and Six Sigma. You will then study the implications of the perishability of service and the moments of truth in service. You will learn that a dissatisfied customer can become a loyal customer through service recovery.
You will then learn the criteria for customer acceptance as well as the five dimensions of service quality. You will look into the Tangibility Spectrum where you will learn the intangible sources of satisfaction. You will also study the Kano model and learn that raising the quality of service by design is the best approach to customer satisfaction. The course will also discuss the classification of service failures with Poka-Yoke Opportunities.
The quality of an organization's service is critical to its survival and profitability. This course will teach you effective service strategies that you can apply to your organization. If you have finished studying the Introduction to Quality Management as well as the Fundamentals of Quality Standards, this course will complement what you have already learned perfectly, so make sure to check out the course and keep your professional development moving forward!Start Course Now
Having completed this course you will be able to:
- Define what Service Quality is.
- List examples of service industries.
- Define the dimensions of service quality (reliability and responsiveness).
- Describe what is meant by customer satisfaction.
- Explain what the service quality gap means.
All Alison courses are free to enrol, study and complete. To successfully complete this Certificate course and become an Alison Graduate, you need to achieve 80% or higher in each course assessment. Once you have completed this Certificate course, you have the option to acquire an official Certificate, which is a great way to share your achievement with the world. Your Alison Certificate is:
Ideal for sharing with potential employers - include it in your CV, professional social media profiles and job applications
An indication of your commitment to continuously learn, upskill and achieve high results
An incentive for you to continue empowering yourself through lifelong learning
Alison offers 3 types of Certificates for completed Certificate courses:
Digital Certificate - a downloadable Certificate in PDF format, immediately available to you when you complete your purchase
Certificate - a physical version of your officially branded and security-marked Certificate, posted to you with FREE shipping
Framed Certificate - a physical version of your officially branded and security-marked Certificate in a stylish frame, posted to you with FREE shipping
All Certificates are available to purchase through the Alison Shop. For more information on purchasing Alison Certificates, please visit our FAQs. If you decide not to purchase your Alison Certificate, you can still demonstrate your achievement by sharing your Learner Record or Learner Achievement Verification, both of which are accessible from your Dashboard. For more details on our Certificate pricing, please visit our Pricing Page.