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Service Quality


This module covers:

  • Components of service, service functions and service organisations including examples from accounting, personnel management, health care, leisure, tourism, hospitality, legal service etc.
  • Definitions of product and service quality, including consideration of the relationship therein.  Identification of the dimensions of quality in a variety of contexts.
  • The role of the customer, their needs, expectations and satisfaction within the service function.  The role of staff including performance and team working.
  • Applying conceptual models of service quality in a variety of contexts.  The nature of quality gaps and how to reduce them to achieve fitness for purpose.
  • Measurement techniques, qualitative and quantitative, within the service sector.  Tools for quality improvement.
  • Improvement of service quality through the application of techniques such as the PDCA cycle, Poka-Yoke and Kaizen.
  • The relationship between service quality, customer satisfaction and customer loyalty.

This is an SCQF Level 11 module and upon successful completion, participants will be awarded 20 credits.



This module will last for 12 weeks, planned for Wednesdays 9am to 12pm.  A full timetable will be published in advance of course commencement.


Course presenter

This module will be delivered by Dr Evi Viza.


NOTE: This is a university module and upon approval of your application, you will be invited to register and then supported to complete enrolment. To enrol on the university system, the first step involves security set-up using the Microsoft Authenticator app; you will need to ensure that you have a compatible smartphone.

Further information is available at the Student Information Portal.

To access this module via the CPD route, individuals should be ordinarily resident in Scotland.  If you do not meet this criteria, please enquire here.

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