Question: a real life experince using servqual model. The Five Dimensions of Service Quality (SERVQUAL or RATER model) . Reliability: ability to perform the promised service

a real life experince using servqual model.

The Five Dimensions of Service Quality (SERVQUAL or RATER model) . Reliability: ability to perform the promised service dependably and accurately Assurance: knowledge and courtesy of employees and their ability to inspire trust and confidence. Tangibles: physical facilities, equipment, and appearance of personnel. Empathy: caring, individualized attention the firm provides its customers. Responsiveness: willingness to help customers and provide prompt service. . . Write a service encounter case study of some GOOD or BAD service experience explaining what happened in detail (200 words). Discuss also your level of expectations of the service. Then, analyze the case by identifying a service gap (if any) + Apply relevant SERVQUAL elements in your analysis on what aspects the service provider did well or not so well

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