Service Operations Management ( OM ) Unit 3 | MBA 4th Sem AKTU | Service Quality & SERVQUAL

In this video, Unit 3 of Service Operations Management (OM) is explained in a clear and exam-oriented way for MBA 4th Semester (AKTU) students. The lecture covers the concept of service quality, SERVQUAL model, and the Gap Model of Service Quality. You will also learn techniques for measuring service quality, along with the concept of productivity in service operations and how to balance productivity with customer satisfaction. The video further explains service recovery strategies, customer retention, and service guarantee strategies, supported by case-based understanding and industry examples. This unit is very important for exam preparation and practical understanding of service management. Telegram link ( PDF ) - https://t.me/tutor_guy Tags Service Operations Management MBA 4th Sem AKTU Service Quality SERVQUAL Model Gap Model Service Productivity Customer Satisfaction Service Recovery Customer Retention Operations Management Exam Preparation Important Topics Hashtags #ServiceOperationsManagement #MBA4thSem #AKTU #ServiceQuality #SERVQUAL #CustomerSatisfaction #OperationsManagement #ExamPreparation