TQM2 PART 2 Flashcards
1
Q
3 TYPES OF DURABILITY TESTING
A
VIBRATION TESTING
SHOCK TESTS
CLIMATIC TESTING
2
Q
DIMENSIONS OF SERVICE QUALITY
A
TANGIBLES
RELIABILITY
RESPONSIVNESS
ASSURANCE
EMPATHY
3
Q
is associated with the environment in which the service is rendered to the customers
A
tangible
4
Q
is the ability to perform the promised service dependably and accurately to customer’s specific services
A
reliability
5
Q
is the willingness to help customers and provide prompt service.
A
ressponsiveness
6
Q
is defined as employee’s knowledge of courtesy and the ability of the firm and its employees to inspire trust and confidence.
A
assurance
7
Q
refers to the caring attitude than an organization provides toward customers
A
empathy
