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SAINT MARY UNIVERSITY SCHOOL OF GRADUATE STUDIESASSESSMENT OF SERVICE QUALITY AND CUSTOMERS SATISFACTION (THE CASE OF DASHED BANK S.C.)BY: MANUEL DEGREE CAYENNE, 2020 ADDIS ABABA, ETHIOPIA ASSESSMENT
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01
Define the criteria for assessing service quality such as responsiveness, reliability, assurance, empathy, and tangibles.
02
Collect data through surveys, feedback forms, and observation to evaluate each criterion.
03
Analyze the data and identify areas of strengths and weaknesses in the service quality.
04
Develop an action plan to improve the service quality based on the findings.
05
Implement the action plan and monitor the improvements over time.
06
Regularly review and update the assessment process to ensure ongoing improvement in service quality.

Who needs assessment of service quality?

01
Businesses and organizations that want to ensure customer satisfaction and loyalty by providing high-quality services.
02
Service providers who want to benchmark their performance against industry standards and competitors.
03
Regulators and accrediting bodies who need to evaluate compliance with service quality standards.
04
Customers who want to make informed decisions about which service providers to choose based on their reputation for quality.
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Assessment of service quality is the process of evaluating the quality of services provided by a company or organization.
Companies or organizations that provide services to customers are required to file assessment of service quality.
Assessment of service quality can be filled out by documenting the various aspects of service provision, such as response times, resolution rates, customer satisfaction, etc.
The purpose of assessment of service quality is to measure and improve the quality of services provided to customers.
Information such as service performance metrics, customer feedback, improvement plans, and any other relevant data must be reported on assessment of service quality.
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