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Questions and Answers
What is service quality?
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?
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?
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?
How is the customer's perception of service quality influenced?
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What influences a customer's perception of service quality?
What influences a customer's perception of service quality?
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What is the definition of service quality?
What is the definition of service quality?
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