Service Marketing - Chapter 4 : Customer Perceptions of Service Flashcards
1
Q
What is the service quality ?
A
The service quality is the customer’s judgment of overall excellence of the service provided in relation to the quality that was expected.
2
Q
What are the service quality assessments ?
A
Service quality assessments are formed on judgments of :
- outcome quality
- interaction quality
- physical environment quality (fancy of not)
3
Q
The Five dimensions of service quality are :
RATER
A
The Five dimensions of service quality are :
- Reliability
- Assurance
- Tangible
- Empathy
- Responsiveness
