Service quality is where quality management practices and procedures are applied to service industries. Almost two thirds of modern economies are driven by various service industries and any business with high service quality will meet customer needs while remaining economically competitive.
The course first introduces what is meant by service quality and how it can be applied within service industries. The course then describes the practices and procedures within service quality that can be used to improve customer satisfaction. Finally, there is a case study of a credit union that reviewed its customer service and how it implemented changes that greatly improved its service quality.
This course will be of great interest to all quality management professionals who would like to learn more about service quality within service industries. It will also be of great interest to all learners who are interested in a career in quality management.
Prerequisite: We recommend that you have studied the following courses:
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 official Certification, which is a great way to share your achievement with the world. Your Alison Certification 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 Certification 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 Certification is available to purchase through the Alison Shop. For more information on purchasing Alison Certification, please visit our faqs. If you decide not to purchase your Alison Certification, 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 Certification pricing, please visit our Pricing Page.