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OMGT 4493 Final Exam Questions with Complete Answers
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OMGT 4493 Final Exam Questions with Complete Answers
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OMGT 4493 Final Exam Questions withComplete Answers
SERVQUAL was developed by - Answer-Parasurman, Zeithamel, and Berry
Advantages of SERVQUAL - Answer--It is accepted as a standard for assessing
different dimension of service quality
-It has been shown to be valid for a number of service situations
-It has been demonstrated to be reliable, meaning that different readers interpret the
questions similarly
-Each instrument in parsimonious in that it has only 22 items - meaning that it can be
filled out quickly by customers and employees
-It has standardized analysis procedure to aid both interpretation and results
Although SERVQUAL is not as widely used as SQC it is a - Answer-standardized
approach to gathering information about customer perceptions of service quality - it
provides a base, or means to get started in assessing customer perceptions of quality
SERVQUAL has two parts - Answer-customer expectations and customer perceptions
SERVQUAL is useful in performing gal analysis because - Answer-services are often
intangible, gaps in communication and understanding between employees and
customers have a serious negative effect on the perceptions of service qualities
Each of the gaps in the model demonstrate - Answer-differences in perceptions that can
have a detrimental effect on quality perceptions in services
Gap 1 - Answer-difference between actual customer expectations and management's
idea or perception of customer expectations
Gap 2 - Answer-manager's expectations of service quality many not match service
quality specifications
Gap 3 - Answer-the service quality specifications and the service that is actually
provided
Gap 4 - Answer-service delivery and external communications to customers
Gap 5 - Answer-the gap between the service that customers receive and the service
they want
Key to closing gap 5 - Answer-is to first close gap 1 through 4 through thoughtful
systems design, careful communication with the customer, and a workforce trained to
provide consistently outstanding customer service
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