"grad-servqual"

"Apply the SERVQUAL model (Parasuraman, Zeithaml, and Berry, 1988) to measure service quality gaps across five dimensions. Use this skill when the user needs to diagnose service quality shortfalls, benchmark customer expectations against perceptions, design service improvement programs, or when they ask 'where is our service failing', 'what do customers expect vs experience', or 'how do we measure service quality'.".