留学生商务管理课程作业-服务质量的定义。本文是一篇留学生商务管理作业写作范文，主要内容是讲述对公司或组织交付给客户的最终产品或结果的分析称为服务质量。换句话说，我们可以将其定义为产品或服务的预期和结果之间的比较。本篇留学生作业是结合了服务质量的相关理论，对医院的服务质量与医院组织等相关内容进行分析研究。下面就一起来看一下这篇留学生作业写作范文的具体内容。
Definition:定义
Analysis of final product or the outcome that a company or organization delivers to the client is called as Service Quality. In other words we can define it as comparison between the terms expectation and outcome of a product or service.
It is used to make the continuous changes in the hospital to gain good services for our rest home to fulfil the customer needs.
它用于使医院不断变化，为我们的疗养院提供良好的服务，以满足客户的需求。
In a hospital, service quality in a hospital is directly proportional to reputation of the organization of the hospital. All the staff in a hospital must work together to provide a quality care to the patient to provide them satisfactory care. We can see usually in many hospitals patients be in queue to avoid this there must be an appointment system. There should be a member in reception to attend them on time. To make this possible the management must increase the medical staff in the hospital. Even the medical staff must work faster and make the works possible accurately with proper quality service.
在医院中，医院的服务质量与医院组织的声誉成正比。医院的所有工作人员必须共同努力，为患者提供高质量的护理，为他们提供满意的护理。我们通常可以看到，在许多医院，病人排队是为了避免这种情况，必须有预约制度。接待处应该有一名成员准时出席。要做到这一点，管理层必须增加医院的医务人员。即使是医务人员也必须更快地工作，并通过适当的优质服务准确地完成工作。
It consists of different dimensions and they are:它由不同的维度组成，它们是：
Tangibility, Reliability, Responsiveness, Assurance and Empathy.有形性、可靠性、响应性、保障性和同理心。
This dimension represents how consumers organize information about service quality in their minds. This can be logically extended to internal services as well. Sometimes customers use all the above dimensions to determine service quality perceptions.
这个维度代表了消费者如何在脑海中组织有关服务质量的信息。这在逻辑上也可以扩展到内部服务。有时，客户会使用以上所有维度来确定服务质量感知。
Tangibility: As services are tangible, customers develop their view of service quality by comparison of tangibility with service provided like physical facilities, equipment, and appearance of personnel.有形性：由于服务是有形的，客户通过将有形性与所提供的服务（如物理设施、设备和人员外表）进行比较来发展他们对服务质量的看法。
Reliability: These define the ability of providing the accurate and dependable services provided by the organization.可靠性：这些定义了组织提供准确可靠服务的能力。
Responsiveness: This means to provide services in time and willingness to help customers.响应性：这意味着及时提供服务并愿意帮助客户。
Assurance: Employees knowledge and courtesy and their ability to inspire trust and confidence.保障性：员工的知识和礼貌以及激发信任和信心的能力。
Empathy: Understanding and sensitive caring individualized attention given to customers.同理心：理解和敏感的关怀给予客户个性化的关注。
SERVQUAL:服务质量模型
It is a method used to the service quality in organization 它是一种用于组织中服务质量的方法
There are 5 gaps which leads to the changes in the service quality provided by the organization.有5个缺口导致组织提供的服务质量发生变化。
So below are the explanation for these gaps.以下是对这些缺口的解释。
Gap 1 – Management Gap:缺口1——管理缺口
This gap is see when the management is unable to fulfil the need to the residents/patients by not understanding their needs. According to an example, in a hospital doctor thinks to give a planned treatment to the patient but the patient won’t understand it and wait for the proper responses from the staff of the hospital. This situation can be considered as management gap.
当管理层不了解居民/患者的需求而无法满足他们的需求时，就会出现这种差距。根据一个例子，在医院里，医生想给病人一个有计划的治疗，但病人不理解，并等待医院工作人员的适当回应。这种情况可以看作是管理上的差距。
Solution: To avoid this above situation there should be proper communication between doctor and the patient. Once the treatment sheet done by the doctor should explain the patient about the treatment they are going to provide and figure out the patient’s complaint regarding all the issues.
解决方法：为了避免上述情况，医生和病人之间应该有适当的沟通。一旦医生完成了治疗单，就应该向患者解释他们将要提供的治疗，并找出患者对所有问题的抱怨。
Gap 2 –Quality Gap: 缺口2——质量差距
In this gap management understands the needs of the patients but the fail to provide those services which they had promised.
在这种缺口中，管理层理解患者的需求，但未能提供他们承诺的服务。
For example, doctor ask nurse tell patient get ready for the medical check-up which
