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Introduction to Service Quality for Service Industries - Revised 2018

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Introduction to Service Quality for Service Industries - Revised 2018
  • Description
  • Outcome
  • Certification
  • 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:

    Introduction to Quality Management – Revised 2018,

    Understanding Cost of Quality and TQM Tools – Revised 2018,

    Fundamentals of Quality Standards – Revised 2018.

  • 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 study. To successfully complete a course you must score 80% or higher in each course assessments. Upon successful completion of a course, you can choose to make your achievement formal by purchasing an official Alison Diploma, Certificate or PDF.

    Having an official Alison document is a great way to celebrate and share your success. It is:

    • Ideal to include with CVs, job applications and portfolios
    • A way to show your ability to learn and achieve high results

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