Deck 12: Service Quality: Identifying and Rectifying the Gaps

Question 1

Which of the following statements is correct?

A) customer satisfaction leads to perceived service quality
B) service quality leads to customer satisfaction
C) service quality leads to increased purchasing behavior
D) customer satisfaction leads to increased purchasing behavior
E) the relationship between service quality and customer satisfaction and howthese two concepts relate to purchasing behavior remains largely unexplained

Answer 1

the relationship between service quality and customer satisfaction and howthese two concepts relate to purchasing behavior remains largely unexplained

Question 2

The difference between management perceptions of customer expectations andand standards specifying service to be delivered is called the:

A) knowledge gap
B) standards gap
C) delivery gap
D) communications gap
E) service gap

Answer 2

standards gap

Question 3

The __________ occurs between the actual performance of a service and thestandards set by management.

A) knowledge gap
B) standards gap
C) delivery gap
D) communications gap
E) service gap

Answer 3

delivery gap

Question 4

Which of the following is NOT a factor influencing the delivery gap?

A) willingness to perform
B) employee-job fit
C) role ambiguity
D) overpromising
E) inadequate support

Question 5

Which of the following statements pertaining to the SERVQUAL scale is incorrect?

A) The SERVQUAL dimensions were obtained through extensive focus groupinterviews
B) SERVQUAL is a 44-item scale
C) SERVQUAL consists of five service quality dimensions
D) SERVQUAL compares perceptions to what a customer should expect from afirm the delivers high-quality services.
E) The smaller the gap score for each of the service quality dimensions, the lowerthe level of service quality provided.

Question 6

The SERVQUAL dimension that measures consumer views that reflect thesecurity of the firm's operations is the ________ dimension.

A) tangibles
B) employee satisfaction
C) responsiveness
D) assurance
E) reliability

Question 7

Which of the following is a major criticism of the SERVQUAL scale?

A) short questionnaire
B) validity of the five service quality dimensions
C) does not predict consumer purchase intention
D) contact personnel
E) none of the above