SERVICE MARKETING: SERVICE QUALITY

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.

There are _________ dimension in SQ.

• 5

• 4

• 6

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

As a service provider, we must quick identify problem raised by customer but at the same time we must make them_______________.

• happy

• smile

• satisfaction.

It means the customers receive the expected product without unwanted surprises.

• Variability

• Similarity

• Customer Satisfaction

• Consistency

The quality of service depends on who provides them and when and where they are provided.

• Variability

• Perishability

• Inseparability

• Intangibility

Hospitality and travel industry products are experiential only.

• Variability

• Perishability

• Intangibility

• Inseparability

What is manufacturing based service quality?

• Quality lies in the eyes of the beholder

• Quality is conformance to the firm’s developed specifications