The service quality model or the ‘GAP model’ because customers generally have a tendency to compare the service they 'experience' with the service they 'expect' . If the experience does not match the expectation , there arises a gap.
by
Faizan Ahmad , Regional Head - Digital Sales , Kasturi and Sons Ltd (The Hindu Group)
My Vote will got to SERVQUAL method as this help you in comparison between perception & expectation and by this one can make a choice on deciding which parameter needs to be improved for generating satisfaction. This is one of the most sought techniques used for accessing Satisfaction and majorly used below parameters to access:
* Tangibles - physical facilities, equipment, staff appearance, etc.
* Reliability - ability to perform service dependably and accurately
* Responsiveness - willingness to help and respond to customer need
* Assurance - ability of staff to inspire confidence and trust
* Empathy - the extent to which caring individualized service is given
Factor analysis is also equally important but this doesn't helps in comparison but can cumulatively explains what all are the bunch of factors which can be taken into consideration for generating satisfaction.
