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Questions and Answers
According to the SERVQUAL model, what is the purpose of measuring the gap between customer expectations and perceptions?
According to the SERVQUAL model, what is the purpose of measuring the gap between customer expectations and perceptions?
- To assess the quality of the product
- To determine the level of customer satisfaction (correct)
- To benchmark the company against industry standards
- To identify areas for improvement in the service
Which of the following is NOT one of the five key service dimensions used in the SERVQUAL model?
Which of the following is NOT one of the five key service dimensions used in the SERVQUAL model?
- Reliability
- Tangibility
- Product (correct)
- Responsiveness
What does a negative gap between customer expectations and perceptions indicate in the SERVQUAL model?
What does a negative gap between customer expectations and perceptions indicate in the SERVQUAL model?
- The company is exceeding customer expectations
- The company is not using the SERVQUAL model effectively
- The company is falling short of customer expectations (correct)
- The company is meeting customer expectations
What is the purpose of using a 7-point Likert scale in the SERVQUAL survey?
What is the purpose of using a 7-point Likert scale in the SERVQUAL survey?
What are the three main factors that influence customer expectations?
What are the three main factors that influence customer expectations?
What is the main purpose of the SERVQUAL model, according to the text?
What is the main purpose of the SERVQUAL model, according to the text?
What is the relationship between the perceived level of quality and the gap between customer expectations and perceptions, according to the SERVQUAL model?
What is the relationship between the perceived level of quality and the gap between customer expectations and perceptions, according to the SERVQUAL model?
Which of the following statements about the SERVQUAL model is true?
Which of the following statements about the SERVQUAL model is true?
What was the purpose of Richman Bank's use of the SERVQUAL model, according to the case study?
What was the purpose of Richman Bank's use of the SERVQUAL model, according to the case study?
What is the key difference between the SERVQUAL model and Statistical Quality Control (SQC) methods, according to the text?
What is the key difference between the SERVQUAL model and Statistical Quality Control (SQC) methods, according to the text?
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