Service Quality and Guest Experience Quiz

1. Which of the following best defines Service Quality (SQ)?

• A. The ability to lower business expenses

• B. The extent to which a service meets or exceeds customer expectations

• C. The number of products a business can sell in a given time

• D. The amount of training provided to employees

In the SERVQUAL model, which dimension refers to delivering services as promised, consistently and accurately?

• A. Empathy

• B. Reliability

• C. Tangibles

• D. Responsiveness

3. Guest Experience Management (GEM) primarily focuses on:

• A. Strategically enhancing customer interactions to create memorable experiences

• B. Monitoring employee performance exclusively

• C. Reducing operational costs only

• D. Setting competitive product prices

4. Which of the following is an example of Supporting Ethical Practices in business?

• A. Training employees for faster service

• B. Using inventory systems to ensure product availability

• C. Offering personalized services to customers

• D. Ensuring fair pricing for farmers’ produce

Why is Service Quality and GEM important for businesses?

• A. They enhance loyalty, increase revenue, and improve efficiency

• B. They mainly help in advertising strategies

• C. They reduce customer expectations

• D. They focus only on product quantity