The SERVQUAL Model

  1. Introduction
  2. The container terminal handling is a service sector, which renders “quality” a very important aspect.
  3. Quality is critical to satisfaction of the customers, who are very important stakeholders in the sector.
  • The importance of an effective tool for the assessment of the quality is evident in research and practice (Konings, 2008).
  1. SERVQUAL is proposed as one of the most effective tools in measuring the quality of service within the container terminal handling.
  2. Background
  3. Ports have an important role to play in a country’s economy
  4. Unreliability of failure has major costs associated with it because of influence on the customers
  5. Investigation of port service quality (PSQ).
  6. Use of SERVQUAL model as the proposed framework for measuring for the quality of port services (Yeo, Thai & Roh, 2015).
  7. The model measures quality by assessing the difference between expectations and observations of the customers.
  8. Lack of quality occurs whenever the expectation is greater than the observation of the customer (Sayareh, Iranshahi, & Golfakhrabadi, 2016).
  9. When expectation is at the same level with the expectation, quality abounds (Konings, 2008)
  10. If the observation is greater than expectation, there is delivery of more quality.
  11. The Pros to your Concept
  12. Measurement of the quality of port service is an important indicator for possible improvements (Konings, 2008)
  13. The tool is critical to indicating the level of quality.
  14. The tool is founded on the identification of the customer’s desire in evaluating quality of services that they receive.
  15. It provides dependable data for use in making a decision on the necessary changes.
  16. The quality expectations of the customers are transformed into performance statements as well as targets for the desired level of quality (Konings, 2008)
  17. Validation of the model using research findings, presenting a statistically valid tool for the measurement of service quality at the ports.
  • The model is used in measuring real attributes relating to the quality of port service from the customer’s point of view (Sayareh, Iranshahi, & Golfakhrabadi, 2016).
  1. It indicates the dimensions that the customers use in evaluating the quality of the services they receive.
  2. Getting the dimensions right is the basis for earning customer loyalty (Yeo, Thai, & Roh, 2015).
  3. The five SERVQUAL dimensions include:
  4. Tangibles: how the equipment, physical facilities, personnel and materials for communication appear;
  5. Reliability: capability to deliver the desired quality as promised.
  6. Responsiveness: readiness to offer customer support as well as offer prompt service;
  7. Assurance: the courtesy and level of understanding of the employees and their capacity to relay confidence and trust; and
  8. Empathy: Caring and the personal attention provided to the customers
  9. The opposing points of view
  10. The tool might not be an actual measure of quality because of the inconclusive results on what makes up quality port service (PSQ) (Sayareh, Iranshahi, & Golfakhrabadi, 2016).
  11. As opposed to capturing quality, the tool captures customer satisfaction.
  • The customer should not be used as the only basis for determining the quality of service provided by a port (Yeo, Thai, & Roh, 2015).
  1. The expectations are subjective aspects of measuring quality, indicating the need to use aspirations instead.
  2. Conclusion
  3. Service providers are always in search of the knowledge about what the customers want in terms of
  4. The quality of service is an indicator of the need for change to a higher level of quality.
  • SERVQUAL is a widely used model for the assessment of quality in the ports.
Choose a paper you need
Pages 550 words
Approximate price: $0.00
Benefits we offer
  • Expert writers in more than 80 disciplines
  • 8.9/10 average satisfaction rate
  • Timely delivery
  • Money-back guarantee
  • Affordability
  • Plagiarism-free papers
  • Title Page
  • Free revisions
  • 24/7 support
Order now

How do you place an order?

It takes a few steps to place an order with Us:

  • The first step is to place your order. You will need to provide us with some basic information about your project.
  • Once you have placed your order, you will be taken to our secure payment page.
  • Once we receive your order, we will carefully review it and match you with a writer who has the skills and experience.
  • Stay in contact with the writer and discuss vital details of research.
  • Your completed proposal will be delivered via email within the specified deadline.

You are secure when using our service

It's critical for each client to feel secure. As a result, we at Research Proposal Writing take precautions to secure your data.

Financial security You may securely pay for your purchase using a variety of secure payment methods.
Personal security The personal information of our clients is secure. Nobody else will have access to it.
Academic security We use a specialized program to check every completed paper to ensure that we deliver no-plagiarism samples.
Web security This website is safe from unauthorized breaches. We maintain our privacy management in line with the latest laws and regulations.

You can get help placing your order. If you have any questions about our services, please contact us. Our support staff is accessible 24 hours a day, 7 days a week.

If you're still looking for a way to improve your grades and hire expert writers, we've got you covered. Place an order on our website, and we'll help you with any paperwork you want. We will exceed your expectations.

Order now Get a quote