Service Quality Management - Topic 1

What is the definition of quality?

• Quantity of a product

• The price of a product

• Fitness for purpose and meeting customer expectations

• Brand popularity

Why is quality important in business?

• It increases the cost of production

• It improves customer satisfaction, loyalty, and trust

• It reduces competition

• It doesn't have any impact on business success

What is service quality?

• The quantity of services provided

• The cost of services

• The overall excellence and satisfaction delivered by a service

• The popularity of a service provider

What does "perceived service quality" refer to?

• The actual quality of a service

• How customers perceive and evaluate the quality of a service

• The cost associated with a service

• The quantity of services provided

What is the cost of poor quality?

• It doesn't affect the cost

• It increases customer satisfaction

• It includes expenses related to defects, rework, and customer complaints

• It leads to higher profits

Which of the following is a quality management principle?

• Overproduction

• Continuous improvement

• Ignoring customer feedback

• Minimizing employee training

How can a company ensure and maintain quality?

• By ignoring customer feedback

• By conducting regular quality audits and assessments

• By focusing on staffing

• By focusing only on quantity

What are the 5 Service Quality Dimensions?

• Reliability
  Responsible
  Assurance
  Tangibles
  Empathy

• Durability
  Responsiveness
  Assurance
  Tangibles
  Empathy

• Reliability
  Responsiveness
  Assurance
  Intangibles
  Empathy

• Reliability
  Responsiveness
  Assurance
  Tangibles
  Empathy

In the context of Service Quality Dimensions, what does "Reliability" refer to?

• The physical appearance of the service

• Consistency in delivering the promised service

• The responsiveness of service providers

• Trustworthiness of the service provider

In the context of service quality dimensions, what does "Responsiveness" refer to?

• The physical appearance of the service

• Consistency in delivering the promised service

• The promptness and willingness to help customers

• Trustworthiness of the service provider