Free Online Service Quality Training Course | Alison

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Introduction to Service Quality for Service Industries - Revised 2018

Learn about quality management standards and practices with this free online service quality course.

Contrôle de la qualité
This free online service quality training course teaches you about how service quality practices are applied within service industries. Service quality practices are where quality management procedures are applied to service industries. Almost two-thirds of modern economies are driven by service industries and any business with high service quality will meet customer needs while remaining economically competitive.
  • Durée

    1.5-3 Heures
  • Certification

  • Réactif

  • Publisher

  • Accreditation






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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!

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Learning Outcomes

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
All Certificates are available to purchase through the Alison Shop. For more information on purchasing Alison Certificates, please visit our FAQ. 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 Tableau de bord. For more details on our Certificate pricing, please visit our Pricing Page.


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