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M hnh SERVQUAL SERVQUAL ban u c o da vo10 cc kha cnh ca cht lng dch v : tin cy, p ng, thm quyn,

, truy cp, lch s, thng tin lin lc, tin cy, an ninh, s hiu bit v hu hnh ca khch hng . N o lng khong cch gia mong i ca khch hng v kinh nghim. u nhng nm chn mi tc gi tinh ch cc m hnh cc t vit tt hu ch ln lng:

tin cy m bo Hu hnh ng cm , v Phn hi

SERVQUAL c k dm pha ca n v c xem l qu phc tp, ch quan v thng k khng ng tin cy. Tuy nhin, m hnh n gin ln lng l mt m hnh n gin v hu ch cho cht lng khm ph v nh gi kinh nghim dch v khch hng v c s dng rng ri bi cc t chc cung cp dch v. l mt hiu qu m hnh trong vic gip mt t chc hnh thnh ln nhng n lc ca h trong vic thu hp khong cch gia nhn thc v d kin dch v. Nm khong cch m cc t chc o lng, qun l v gim thiu: Gap 1 l khong cch gia nhng g khch hng mong i v nhng g cc nh qun l ngh rng h mong i - R rng kho st nghin cu l mt cch quan trng thu hp khong cch ny. Gap 2 l gia nhn thc qun l v c im k thut thc t ca kinh nghim khch hng ngi qun l cn phi m bo cc t chc c xc nh mc dch v h tin rng l cn thit. Gap 3 l t cc c im k thut kinh nghim cung cp cc kinh nghim qun l cn phi thc hin kim ton cc tri nghim ca khch hng l t chc ca h hin ang cung cp m bo cuc sng ln n spec. Gap 4 l khong cch gia vic cung cp cc tri nghim ca khch hng v nhng g c truyn t n khch hng - Tt c cc qu thng xuyn t chc phng i nhng g s c cung cp cho khch hng, hoc tho lun v cc trng hp tt nht ch khng phi l trng hp c kh nng, nng cao k vng ca khch hng v lm tn hi n nhn thc ca khch hng . Gap 5 l khong cch gia nhn thc ca khch hng kinh nghim v mong i ca khch hng ca dch v mong i ca khch hng c nh hnh bng li ni, nhu cu c nhn ca h v cc kinh nghim qu kh ca h. iu tra thng xuyn giao dch sau khi cung cp cc

tri nghim ca khch hng l quan trng cho mt t chc nh gi nhn thc ca khch hng ca dch v

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