Podcast
Questions and Answers
What is the definition of service quality?
What is the definition of service quality?
- The speed at which a service is delivered to the customer
- The cost of providing a service compared to the revenue generated
- The number of services offered by a company
- The customer's perception of how well a service meets their expectations (correct)
What is one of the key dimensions of service quality according to the SERVQUAL model?
What is one of the key dimensions of service quality according to the SERVQUAL model?
- Product variety
- Price competitiveness
- Responsiveness (correct)
- Market share
Which factor is not typically used to measure service quality?
Which factor is not typically used to measure service quality?
- Price of the service (correct)
- Customer satisfaction
- Employee satisfaction
- Service reliability
Which is not a dimension of service quality according to the SERVQUAL model?
Which is not a dimension of service quality according to the SERVQUAL model?
In the context of service quality, what does the 'Tangibles' dimension refer to?
In the context of service quality, what does the 'Tangibles' dimension refer to?
What does the RATER model measure in relation to service quality?
What does the RATER model measure in relation to service quality?
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