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Quality of Services in the Nandos Restaurant Business

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There are several service quality models, these include Gap model. This model involves measuring service attributes from exploratory qualitative investigations into the determinants of service quality. It was recognized as being the first study of service quality measurement. Authors have acknowledged conceptual difficulties concerning the definition of quality in services. This conceptual model of service quality identified five gaps. The first gap is between consumer expectation and management perception. The organization management assumes they are aware of what the customer wants, but delivers what customers do not expect. The second gap is between management perception and service quality specification.

The quality specifications in this gap are not set, not well clarified or difficult to achieve. Gap 3 is between service quality specification and service delivery. It involves poor management in human, mechanical, or support goods. Gap 4 is between service delivery and external communications. Here communications increase expectations among customers that are not accomplished by the organization. Gap 5 is between perceived service and expected service. In this gap, the services delivered to customers does not match up with their initial expectations.

According to Parasuraman et al (1985), service quality has three underlying themes: first is that it is more difficult to evaluate than goods quality this because goods are intangible, unlike goods that can be seen and touched. Secondly is that it the result of the comparison between customers’ expectation (E) and actual service performance (P), that is, quality is equal to performance minus expectation. The second model is servqual model. According to Parasuraman et al (1988), Servqual has several dimensions that include tangibles, reliability, the responsiveness, competence, courtesy, credibility, security, access, communication and understanding of customers.

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