3 Review(s)

"IGNOU BSM 011: Service Quality and Improvement Study Material (In-Depth Guide) is a comprehensive resource meticulously tailored for students enrolled in the Indira Gandhi National Open University (IGNOU). This detailed guide offers an extensive exploration of service quality management principles and strategies essential for delivering exceptional service experiences and driving customer satisfaction. Covering topics such as service excellence models, customer satisfaction measurement, service recovery, and continuous improvement methodologies, this guide provides learners with a deep understanding of the factors influencing service quality and the techniques for enhancing it. Through clear explanations, real-world examples, and interactive exercises, this study material equips IGNOU students with the knowledge and skills needed to evaluate service quality, identify areas for improvement, and implement effective quality enhancement initiatives in service-oriented organizations."