Service Quality Essentials Quiz
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Questions and Answers

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?

  • Product variety
  • Price competitiveness
  • Responsiveness (correct)
  • Market share

    • 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?

    <p>Convenience</p> Signup and view all the answers

    In the context of service quality, what does the 'Tangibles' dimension refer to?

    <p>Physical facilities, equipment, and appearance of personnel</p> Signup and view all the answers

    What does the RATER model measure in relation to service quality?

    <p>Reliability, Assurance, Tangibles, Empathy, Responsiveness</p> Signup and view all the answers

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