According to parasuraman, Zeithml and Berry, the most important determinate of service quality

Related MCQs

• “…….is the culture where an appreciation for good service exists and where giving good service to internal as well as ultimate, external customers is considered a natural way of life and one of the most important norms by everyone.”
• As per service-quality model, the capacity to complete the promised service accuratelt and dependably is ……………
• As per service quality model, the willingness to assist customer and offer prompt service is ……………
• The technique that allows consumers to either buy Service A and Service B together on purchase one service separately is called
• In the absence of a physical product, service providers needs to consider the use of …………… that enable customers to make a judgment on the service quality.
• .………………..is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitate performance or communication of the service.
• “All human actors who play a part in service delivery and thus influence the buyer’s perceptions: namely, the firm’s personnel, the customer and other customers in the service environment.”
• ………….. is the tool for simultaneously depicting the service process, the point of customer contract and the evidence of the service from the customer point of view
• In the service system, customers may specify their needs and expectations to the service provider, such expectations are called ……………?
• The difference between desired service and the level of service considered adequate is known as