Service Quality Models Quiz

What does the SERVQUAL model primarily measure?

• Customer satisfaction

• Employee performance

• The gap between customer expectations and perceptions

• Market share

Which of the following is NOT one of the five dimensions of SERVQUAL?

• Tangibles

• Reliability

• Flexibility

• Empathy

What is the first gap identified in the GAP Model?

• Delivery Gap

• Knowledge Gap

• Communication Gap

• Perception Gap

Which service quality model focuses on specific customer experiences and incidents?

• SERVQUAL

• GAP Model

• Critical Incident Technique (CIT)

• Fishbone Analysis

In the GAP Model, what does the Communication Gap refer to?

• The gap between service quality specifications and actual service delivered

• The gap between customer expectations and management's perceptions

• The gap between what is promised to customers and what is delivered

• The gap between employee expectations and customer expectations

Which dimension of SERVQUAL assesses the physical appearance of facilities and personnel?

• Responsiveness

• Assurance

• Tangibles

• Empathy

What is the primary focus of the Critical Incident Technique (CIT)?

• Quantitative measurement of service quality

• Identifying critical events that influence customer satisfaction

• Analyzing employee performance

• Benchmarking against competitors

In the GAP Model, which gap is directly related to SERVQUAL's measurement?

• Gap 1: Knowledge Gap

• Gap 2: Policy Gap

• Gap 4: Communication Gap

• Gap 5: Perception Gap

Which service quality model is most commonly used for diagnosing service delivery issues?

• SERVQUAL

• GAP Model

• Critical Incident Technique (CIT)

• Kano Model

Which of the following is an example of a 'tangible' in the SERVQUAL model?

• Speed of service

• Friendliness of staff

• Cleanliness of a restaurant

• Reliability of an online system