Garvin has developed eight dimensions that can be usedin the assessment of the quality of a product. Similarly, someother authors have worked on the dimensions that can be used in theevaluation of the quality of a service.
A. Identify five main dimensions that can be used inthe assessment of service quality. [10 marks].
B. As part of the ISO 9001:2015 requirements, a company has tomeasure the level of service quality offered toits customers.
Using the dimensions listed in (a), describe fully amethod that your company can employ to assess its service qualityas perceived by its clients. Illustrate the tool or model that youwill use. [20 marks]
