Measurement of Service Quality

According to the Gap model of service quality, "not having the right service design & standards" is

• Gap 1

• Gap 2

• Gap 3

• Gap 4

The extended Gap model of service quality identifies how many gaps?

• 5

• 6

• 7

• 8

Insufficient market research and understanding of customer needs leads to which gap in service quality?

• Gap 1

• Gap 2

• Gap 3

• Gap 5

The gap between customer perception and customer expectation, also called the Service Gap is

• Gap 7

• Gap 2

• Gap 3

• Gap 5

The 'People' element of services leads to which gap?

• Gap 5

• Gap 6

• Gap 3

• Gap 2

Zero Defections is a component of which of the following tools of improving Service Quality?

• Pareto Chart

• Fishbone chart

• Blueprinting

• TQM

DMAIC in Six Sigma stands for

• Define-measure-analyze-improve-control

• Define-measure-analyze-improve-create

• Design-measure-analyze-improve-control

• Define-manufacture-analyze-improve-control

Who conceptualized the 80:20 principle?

• Zeithaml

• Parasuraman

• Pareto

• Ishikawa

Who developed the Gap model of Service quality?

• Christian Gronroos

• Parasuraman, Zeithaml & Berry

• Zeithaml & Bitner

• Luk & Leyton

In the Service Quality formula, when SQ = P < E, it implies

• Satisfactory quality

• Unacceptable quality

• Excellent quality