Introduction to Service Quality for Service Industries

Almost two thirds of modern economies are driven by various service industries so it is of vital importance that quality management practices and procedures be applied to these service industries. This is known as service quality and any business with high service quality will meet customer needs while remaining economically competitive. In this free online course you will learn what service quality means and how it can be applied within service industries. You will learn more about the practices and procedures 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.

To qualify for your official ALISON Diploma, Certificate or PDF you must study and complete all modules and score 80% or more in each of the course assessments. A link to your Diploma certificate will then appear under the My Certificates heading of your My Account page.

Having completed this course the learner will be able to: - Define what Service Quality is; - List examples of service industries; - Explain the "moment of truth" in service; - Describe customer acceptance criteria; - Define the dimensions of service quality (reliability and responsiveness); - Describe what is meant by customer satisfaction; - Explain what the service quality gap means;