6 Questions
What is service quality?
A global judgment or attitude relating to the superiority of the service
What is the SERVQUAL service quality model?
A model that assesses customers' experiences with the tangibles, reliability, responsiveness, assurance, and empathy aspects of a company's services.
What are the aspects of a company's services assessed by the SERVQUAL service quality model?
Tangibles, reliability, responsiveness, assurance, and empathy
How is the customer's perception of service quality influenced?
By the outcome and how it is delivered in the process.
What influences a customer's perception of service quality?
Both the outcome and the process of delivering the service
What is the definition of service quality?
A global judgment or attitude relating to the superiority of the service
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