QSM Activity on Service Quality Dimensions
Authored by Anna-Liza Tibayan
Business
University
Used 2+ times
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15 questions
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1.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
Which SQD was disregarded/violated?
The meals served to you are not what you ordered
Reliability
Assurance
Tangibility
Empathy
Responsiveness
2.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
Which SQD was disregarded/violated?
Dirty utensils, tables and ill-equipped restroom
Reliability
Assurance
Tangibility
Empathy
Responsiveness
3.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
Which SQD was disregarded/violated?
The customer is feeling rushed to finish or leave by the server
Reliability
Assurance
Tangibility
Empathy
Responsiveness
4.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
Which SQD was disregarded/violated?
The table is not ready more than 15 minutes past reservation
Reliability
Assurance
Tangibility
Empathy
Responsiveness
5.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
Which SQD was disregarded/violated?
Food does not look or taste as described in the menu
Reliability
Assurance
Tangibility
Empathy
Responsiveness
6.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
Which SQD was disregarded/violated?
Unkempt servers with sloppy appearance or poor hygiene
Reliability
Assurance
Tangibility
Empathy
Responsiveness
7.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
Which SQD was disregarded/violated?
Server removing your plate or beverage even before you finish
Reliability
Assurance
Tangibility
Empathy
Responsiveness
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