HTM 2326 - Class 3 Recap

Which term refers to the degree to which a service meets the expectations of the customer?

• Customer Experience

• Service Performance

• Service Value

• Customer Perception

Which dimension of service quality focuses on providing service as promised?

• Responsiveness

• Reliability

• Assurance

• Empathy

What is the broader concept that includes service quality, situational factors, personal factors, price, and quality of tangibles?

• Customer Satisfaction

• Service Efficiency

• Service Reliability

• Service Quality

Which of the following is NOT a core dimension of E-S-QUAL?

• Efficiency

• Privacy

• Fulfillment

• Customer Loyalty

What type of research involves observing customers in their natural setting?

• Lost Customer Research

• Focus Groups

• Mystery Shopper

• Market-Oriented Ethnografy

In which situation within the Importance Performance Analysis (IPA) a service can be considered "High Leverage"?

• High Importance - Low Performance

• High Importance - High Performance

• Low Importance - High Performance

• Low Importance - Low Performance