Service Quality Quiz

--------------relates to the ability of the service provider to perform the promised service dependably and accurately.

• Access

• Credibility

• Reliability

• Responsiveness

Trustworthiness and honesty of the service provider

• Access

• Credibility

• Reliability

• Responsiveness

Willingness of the service employees to help customers

• Access

• Credibility

• Reliability

• Responsiveness

Caring, individualised attention the firm gives its customers.

• Empathy

• Credibility

• Reliability

• Responsiveness

If the time taken to respond to customer complaints is less, which dimension of 'service quality' is strongly promoted?

• Responsiveness

• Aesthetics

• Empathy

• Durability

Rahul had booked a room in a 5-star hotel. After he checked in at his hotel room he was angry at finding that his bed sheet was filthy. Which dimension of 'service quality' was poorly reflected?

• Tangibles

• Reliability

• Empathy

• Responsiveness

Manoj went to buy a washing machine. On top of the washing machine, it was mentioned that free service will be provided every 3 months until one year is completed. Manoj approached the shopkeeper to get a confirmation on the authenticity of the statement. Which dimension of 'service quality' was Manoj focusing on?

• Empathy

• Aesthetics

• Reliability

• Reputation

At Bengaluru Airport, Karan was surprised by the help he received from the staff at the airport. He was worried about the standard procedures like collecting boarding passes and security check-in. But the staff overwhelmingly helped him overcome all the difficulties. Which dimension of 'service quality' was strongly promoted by the staff at the airport?

• Aesthetics

• Features

• Empathy

• Reputation

Parasuraman et al.'s model proposes five dimensions that contribute to service quality: tangibles, reliability, assurance, responsiveness and empathy. What is this model called?

• TRARE

• QUALSERVE

• SERVQUAL

• SQUAL

• ERRAT

----------------is the difference between customer expectations and perceptions

• Customer delight

• Customer satisfaction

• Customer gap

• Supplier gap