Consider the five dimensions of service quality: tangibles, reliability, respons

Question

Consider the five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. a. Identify a recent service encounter you have experienced as a customer (either B2C or B2B) that you would classify as a generally bad or good experience. In what ways specifically did each of the five service quality dimensions contribute to your perceptions of poor or good service? Be as specific with your examples as you can. What could the service provider have done to improve each of the relevant dimensions and thus improve your experience?

Explanation / Answer

I recently got my house painted and I availed this service using a mobile application. I was somewhat disappointed with the service I received and was not satisfied as the service offered to me was lacking in some of the parameters of service quality. Firstly the reliability was not that great as the application is somewhat new and hence had some technical glitches so one cannot really rely that the service provider has actually been informed that he has to paint a certain house. Responsiveness was also poor as the painter with whom I was connected did not pick uo my phone for a day. Empathy was also not felt as the organization call center did not felt my pain and started giving me lame solutions which was really not expected. Hence the service was quite poor. The service provider should have responded to my call on time, the entire work should have been done within the stipulated time, the mobile application infrastructure could have been much better.

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