Service Quality 5

Define service quality.

• an assessment of how well a delivered service conform to the client's expectation.

• an assessment to check whether the customer is happy or not using the service

• an assessment to make the corrective action for the failed service.

why SQ hard to achieve?

• because it from perception and expectation

• because it involve in quality

• because it bring the experience to the customer.

in different perspective, transcendent refer to:

• quality lies in the eye of the customer

• quality is excellent and get it from the experience

• quality is making services according to the specification

There are _________ dimension in SQ.

• 5

• 4

• 6

how to remember the dimension of SQ

• RITER

• RATIER

• RATER

DOMINO PIZZA made the statement they can prepared pizza within 15 minutes. So, what dimension of this statement?

• responsiveness

• assurance

• reliability

The facilities provided by service provider, the equipment they use and the uniform they wear, these refer to dimension_________.

• tangible

• empathy

• reliability

can u choose and list up the RATER? answer more than one.

• reliability

• assurance

• empathy

• experiences

• responsibility

What is a high quality product?

• A product that does not meet customer expectations but fulfills the customers needs at a price they are willing to pay

• A product that meets customer expectations but not at a price they are willing to pay

• A product that meets customer expectations and fulfills the customers needs at a price they are willing to pay

Quality can help determine a business success in which of the following ways

• Customer loyalty – they return, make repeat purchases and recommend the product or service to others.

• Strong brand reputation for quality, e.g. Apple

• Retailers want to stock the product

• Fewer returns and replacements lead to reduced costs

• Attracting and retaining good staff