Customer Service Report

Table of Contents
Abstract
  1. Introduction ---------------------------------------------------------------------------------- P.3-4
  2. Methodology ----------------------------------------------------------------------------------- P.4
  3. SERVQUAL ----------------------------------------------------------------------------------- P.4-5
3.1 Tangibles ------------------------------------------------------------------------------------- P.5-6
3.2 Reliability ---------------------------------------------------------------------------------------- P.6
3.3 Responsiveness ------------------------------------------------------------------------------ P.6
3.4 Assurance ------------------------------------------------------------------------------------ P.6-7
3.5 Empathy ---------------------------------------------------------------------------------------- P. 7
  4. 5-Gap Model   ------------------------------------------------------------------------------- P.8-11
      5.1 Knowledge gap   -------------------------------------------------------------------------- P.8
      5.2 Standard gap --------------------------------------------------------------------------- P.8-9
      5.3 Delivery gap   ------------------------------------------------------------------------- P.9-10
      5.4 Communications Gap   ------------------------------------------------------------P.10-11
      5.5 Customer Satisfaction ---------------------------------------------------------------- P.11
  5. Layer of Service Product ----------------------------------------------------------------- P.12
  6. Conclusion------------------------------------------------------------------------------------- P.13
  7. List of References--------------------------------------------------------------------------- P.14
  8. List of Appendices --------------------------------------------------------------------- P.15-17
      9.6 Appendix A- Survey form...