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Project Quality Management Quiz

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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?

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?

Reliability

Tangibility

Product (correct)

Responsiveness

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?

To provide a more granular scale for measuring customer perceptions Signup and view all the answers

What are the three main factors that influence customer expectations?

Past experience, word-of-mouth, and needs/wants Signup and view all the answers

What is the main purpose of the SERVQUAL model, according to the text?

To gather information about customer perceptions of service quality Signup and view all the answers

What is the relationship between the perceived level of quality and the gap between customer expectations and perceptions, according to the SERVQUAL model?

The more perceptions are close to expectations, the higher the perceived level of quality Signup and view all the answers

Which of the following statements about the SERVQUAL model is true?

It is a standardized approach to measuring service quality Signup and view all the answers

What was the purpose of Richman Bank's use of the SERVQUAL model, according to the case study?

To find ways to improve the quality of their services Signup and view all the answers

What is the key difference between the SERVQUAL model and Statistical Quality Control (SQC) methods, according to the text?

The SERVQUAL model focuses on customer perceptions, while SQC methods focus on product quality Signup and view all the answers