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What is service quality?

  • The outcome of a service
  • The context in which a service is provided
  • The process of delivering a service
  • A global judgment or attitude relating to the superiority of the service (correct)

    • What is the SERVQUAL service quality model?

  • A model that analyzes the concept of service quality universally.
  • A model that defines the customer's perception of service quality.
  • A model that judges the superiority of the service
  • A model that assesses customers' experiences with the tangibles, reliability, responsiveness, assurance, and empathy aspects of a company's services. (correct)

    • What are the aspects of a company's services assessed by the SERVQUAL service quality model?

  • Advertising, marketing, and branding
  • Price, availability, and location
  • Customer demographics, behavior, and preferences
  • Tangibles, reliability, responsiveness, assurance, and empathy (correct)

    • How is the customer's perception of service quality influenced?

    <p>By the outcome and how it is delivered in the process.</p> Signup and view all the answers

    What influences a customer's perception of service quality?

    <p>Both the outcome and the process of delivering the service</p> Signup and view all the answers

    What is the definition of service quality?

    <p>A global judgment or attitude relating to the superiority of the service</p> Signup and view all the answers

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