Chapter 9, Problem 1DRQ

a)

Summary Introduction

To explain: The dimensions of service quality.

Introduction: Service quality helps to assess the degree of satisfaction that the customer receives from the delivered service. It is the kind of evaluating the grade of how well the service delivered matches with the expectation of customers. It also helps to identify the problems involved in the service and improve the client satisfaction.

Explanation of Solution

List and explain the dimensions of service quality:

Time: Time is one of the dimensions of service quality which helps to determine the speed with which the service was delivered to the clients.

Responsiveness: It is the willingness of the service providers to help the customers to deal with the issues associated with the service. Here, the service providers would voluntarily help the clients in an unusual situation.

Consistence: It is the ability or capability of the service providers to provide best-in class quality constantly.

Convenience: The service should be accessible to the clients and it should be available in the needed time.

Courtesy: It is the way by which the employees treat their customers who contact them.

Expectations: The delivered service should meet or exceed the expectations of the customers

Reliability: The capability of the service provider to deliver the quality service consistently and accurately.

Tangibles: It is the appearance of the facility, communication materials, and equipment.

Assurance: It is the ability of the employees to convey the confidence and trust to the customers.

b)

Summary Introduction

To explain: The determinants of quality.

Introduction: Service quality helps to assess the degree of satisfaction that the customer received from the delivered service. It is the kind of evaluating the grade of how well the service delivered obeys the expectation of the customers. It also helps to identify the problems in the service and improve the client satisfaction.

Explanation of Solution

List and explain the determinants of quality:

Easy to use: The service delivered to the customers should be provided with the user instructions or after the proper training.

Design: The appearance of the provided service or product should amaze the customers

Conformance to design: The design should satisfy the requirements of the customers.

Service after delivery: After service delivery would bring confidence and trust to the clients towards the service providers