Chapter 9, Problem 4DRQ

a)

Summary Introduction

To determine: The typical characteristics of a television set using the dimensions 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 meets the expectation of the customers. It also helps to identify the problems in the service and improve the client satisfaction.

Explanation of Solution

The typical characteristics of a television set using the dimensions of quality are as follows:

Dimension	Typical characteristics of a television set
Performance	Color, picture, and sound
Aesthetics	Black cabinet
Special features	Inset picture, stereo sound, and remote control
Serviceability	Handling complaints of the customers and repair work
Reliability	Inconsistency of repair and breakdowns
Durability	Life of the product in terms of time and use
Perceived quality	Consumer report ranking
Conformance	Size and pixels
Consistency	Quality of each set should not vary

b)

Summary Introduction

To determine: The typical characteristics of a restaurant meal (product) using the dimensions 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 meets the expectation of the customers. It also helps to identify the problems in the service and improve the client satisfaction.

Explanation of Solution

The typical characteristics of a restaurant meal (product) using the dimensions of quality are as follows:

Dimensions	Typical characteristics of a restaurant meal (Product)
Performance	Taste, cleanliness, color, tableware, and smell
Aesthetics	Appetizing
Special features	Specialties in the hotel includes desserts and cocktails
Serviceability	Handling of the complaints
Reliability	Meals should be delicious consistently
Durability	It should maintain flavor and freshness
Perceived quality	Appearance of the meal would make the customer believe that the food is good.
Conformance	The product should exceed the expectation of the customer.
Consistency	Quality of the meal should not vary

c)

Summary Introduction

To determine: The typical characteristics of a restaurant meal (service) using the dimensions 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 meets the expectation of the customers. It also helps to identify the problems in the service and improve the client satisfaction.

Explanation of Solution

The typical characteristics of a restaurant meal (service) using the dimensions of quality are as follows:

Dimension	Typical characteristics of a restaurant meal (Service)
Convenience	Available working hours to meet the demand of the customer and easy working hours.
Responsiveness	Servers should be capable to handle drink request and special meal request.
Assurance	Servers in the restaurant should be knowledgeable about the items that are available.
Reliability	Orders should be served consistently and accurately.
Time	Meals in the restaurant should be cooked properly and served quickly.
Courtesy	Customers should be treated with respect and dignity.
Consistency	Good food should be served consistently.
Tangibles	Equipment should be in working condition and facility must be clean and hygiene.
Expectation	The restaurant should meet the expectations of the customer.

d)

Summary Introduction

To determine: The typical characteristics of painting a house using the dimensions 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

The typical characteristics of painting a house using the dimensions of quality are as follows:

Dimension	Typical characteristics of a painting a house (Service)
Convenience	Painters should be available in the schedule of house owner.
Responsiveness	Painters should be able to handle the special request.
Assurance	They should aware about the details regarding the paint coverage and ability to paint to prevent mold.
Reliability	They should finish the work on time with quality.
Time	They must complete the two coats of paint within particular time.
Courtesy	Homeowners should be treated with respect.
Consistency	The performance of the painters should be with same quality.
Tangibles	They must do the job professionally.
Expectation	The painters should meet the expectations of the customer.

e)

Summary Introduction

To determine: The typical characteristics of surgery and post-surgery care using the dimensions 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

The typical characteristics of surgery and post-surgery careusing the dimensions of quality are as follows:

Dimension	Typical characteristics of surgery and post-surgery care
Convenience	Surgery work should work with the schedule of the patient.
Responsiveness	Surgeon should be willing to move up surgery of the patient with excessive pain.
Assurance	Surgeon should be capable and should have patience to answer the questions of the patients.
Reliability	Surgeon should correctly diagnose, fixes patient ailments, and follow the same step of surgery.
Time	Surgeon should be capable enough to schedule and complete the surgery quickly.
Courtesy	Patients should be treated with respect.
Consistency	Surgeon should provide the same quality of surgery each time.
Tangibles	Equipment of the hospital and surgery room are sanitary.
Expectation	Surgeon should meet and exceed the requirement of the patients.