Uploaded January 2025 | Updated September 2026, 3 days ago

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#YouTubeTaughtMe #service

This video consists of the following:

1. Example of Service quality.

2. Meaning and Concept of Service & Service Quality in Hindi

3. Concept of SERVQUAL MODEL

4. How SERVQUAL Works? ( Customer Expectations , Customer Feedback , GAP Analysis

5. Why Use the SERVQUAL Model?
Understand Customer Expectations
Identify Gaps in Service Delivery
Improve Customer Satisfaction
Enhance Competitive Advantage
Build Trust and Confidence
Monitor and Maintain Quality Over Time

6. Dimensions of SERVQUAL (RATER MODEL)(Service Quality Assessment)
Reliability
Responsiveness
Assurance
Empathy
Tangibles
Access
Communication
Credibility
Security
Understanding/Knowing the Customer

7. GAP model
Knowledge Gap
Policy Gap
Delivery Gap
Communication Gap
Perception Gap

Shortcut to remember: Kon Paise Dega? Chacha ya Papa?


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