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BX3042 - Service Quality Management

Credit points: 3
Year: 2014
Student Contribution Band: Band 3
Administered by: School of Business (pre 2015)

This subject develops the student's knowledge and understanding of service quality management and the ability to evaluate and apply quality assurance procedures in a systems context. It focuses on building and sustaining quality organisations and application and management of processes and practices towards gaining customer satisfaction. The subject considers quality as a key philosophy of management providing competitive advantage and includes such topics service quality frameworks, measuring customer satisfaction, process management, and achieving continuous quality improvement.

Learning Outcomes

  • Research and consider contemporary service quality management issues;
  • Recognise the significance and impact of service quality management within business organisations;
  • Demonstrate knowledge and understanding core quality management philosophies and standards;
  • Delineate the key elements of a service quality management system based on international quality criteria;
  • Identify and apply tools and techniques to support effective service quality management within organisations.
Prerequisites: 12 credit points of level 1 BU BX EC CO MG TO subjects
MG3756 TO3046 TO5046


JCU Singapore, Internal, Study Period 52
Census Date 17-Jul-2014
Coordinator: Dr Murray Prideaux
Lecturer: <Person not found>.
Workload expectations:
  • 24 hours lectures
  • 12 hours tutorials
Assessment: end of semester exam (35% - 50%); presentations (10%); in-class test (10% - 20%); assignments (30% - 40%).

Note: Minor variations might occur due to the continuous Subject quality improvement process, and in case of minor variation(s) in assessment details, the Subject Outline represents the latest official information.