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Our Bureau

Chennai , Nov. 15

Knowledge Base (Kaybase), a corporate research firm, and Customer Lab, a consulting firm, have launched Servqual in India and the rest of South Asia.

Servqual is a diagnostic and benchmarking tool used to evaluate an organisation's service quality performance against its customers' service quality needs. A press release describes it as an instrument that would help organisations identify `gaps' in its service delivery systems and highlight areas for improvement. Suitable for use in any industry, the model takes into account customer perception, management's understanding of it, formal and informal standards in the company, level of adherence to set standards, and level of adherence to promises made.

Dr A. `Parsu' Parasuraman, Professor and Holder of the James W. McLamore Chair, University of Miami, and other academics Ms Valarie A. Zeithaml and Mr Leonard L. Berry are the creators of Servqual, the press release said.

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