QLTY08020 2019 Service Quality

General Details

Full Title
Service Quality
Transcript Title
Service Quality
N/A %
Subject Area
QLTY - Quality
MEMA - Mech and Manufact Eng
08 - NFQ Level 8
05 - 05 Credits
Start Term
2019 - Full Academic Year 2019-20
End Term
9999 - The End of Time
Noeleen Grant
Programme Membership
SG_EQLTY_K08 201900 Bachelor of Science (Honours) in Engineering in Quality Management and Tech

This module introduces the concept of service quality. The role of services and the service perspective are considered. Service quality models and measurement systems are outlined including SERVQUAL, Gap analysis and E-S-QUAL. The service process and how to become a customer-focused organisation is investigated.

Learning Outcomes

On completion of this module the learner will/should be able to;


Describe the characteristics of the service sector


Appreciate the different management schools of service quality


Identify the different quality factors and evaluate their impact on  customer satisfaction


Design a measurement system for service quality


Apply the SERVQUAL and/or E-S-QUAL model


Demonstrate an understanding of service quality culture and delivery

Indicative Syllabus

Introduction to Service Quality. The role of services. A customer perspective. The service perspective. The nature of services. Classification schemes.

Service Quality Models. Quality dimensions. Perceived service quality. Synthesised Quality Model. 4Q Model. Relationship Quality  Model. The dynamics of expectations, tolerance and perceptions

Measuring and Managing Service Quality. Attribute based models. The shape of the quality function - satisfiers and dis-satisfiers. SERVQUAL. E-Service Quality. The Gap analysis approach. The service recovery process. Customer Satisfactaction

Customer Focused Organisations. Service Culture. The service package. The service process landscape.

Coursework & Assessment Breakdown

Coursework & Continuous Assessment
20 %
End of Semester / Year Formal Exam
80 %

Coursework Assessment

Title Type Form Percent Week Learning Outcomes Assessed
1 Continuous Assessment Continuous Assessment Assignment 20 % OnGoing 1,2,3,4,5,6

End of Semester / Year Assessment

Title Type Form Percent Week Learning Outcomes Assessed
1 Final Exam 2 hour Final Exam Closed Book Exam 80 % End of Semester 1,2,3,4,5,6

Full Time Mode Workload

Type Location Description Hours Frequency Avg Workload
Lecture Flat Classroom Lectures 3 Weekly 3.00
Tutorial Flat Classroom Group Work 1 Weekly 1.00
Total Full Time Average Weekly Learner Contact Time 4.00 Hours

Part Time Mode Workload

Type Location Description Hours Frequency Avg Workload
Lecture Not Specified Lecture 3 Weekly 3.00
Tutorial Not Specified Group Work 1 Weekly 1.00
Total Part Time Average Weekly Learner Contact Time 4.00 Hours

Required & Recommended Book List

Required Reading
Service Management and Marketing Wiley

Required Reading
2012 Service Operations Management Financial Times/Prentice Hall
ISBN 0273740482 ISBN-13 9780273740483

This international market-leading book, aimed at both students and practising managers, provides a comprehensive and balanced introduction to service operations management. Building on the basic principles of operations management, the authors examine the operations decisions that managers face in controlling their resources and delivering services to their customers. Combining a unique practical approach with a detailed theoretical underpinning, the authors provide tools, frameworks and techniques for operational analysis and improvement and set operations management within the wider business context, bringing a valuable 'real world' perspective to this growing area. Each chapter includes definitions of key terms, real-world examples and case studies with exercises, questions to test both understanding and application together with recommended further reading and suggested web sites to deepen your knowledge. New features for this4th edition include: . A new 17 chapter structure . A practical focus on how to' deal with the key issues and challenges facing service operations managers . A new chapter on the customer experience . A new chapter on driving continuous improvement . A new chapter on learning from other operations . A new chapter on world-class service . Six new end of chapter case exercises . A new full-colour design "Service Operations Management" is an invaluable guide to students and managers confronting operational issues in service management, whether from a general management perspective or focused in specific sectors, such as tourism and leisure or business services. This book is ideal for undergraduates, postgraduates or executives wishing to gain a deeper understanding of managing service operations and improving service delivery."

Module Resources

Non ISBN Literary Resources