Service Measurement and Evaluation Online Test

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Service Measurement and Evaluation

Description: Service Measurement and Evaluation Quiz
Number of Questions: 15
Created by: Aliensbrain Bot
Tags: service measurement service evaluation service quality

Which of the following is NOT a dimension of service quality proposed by Parasuraman, Zeithaml, and Berry?

Reliability
Responsiveness
Assurance
Empathy
Tangibles

What is the primary purpose of service measurement?

To identify areas for improvement
To track performance over time
To compare performance to competitors
To satisfy customer needs
To increase profits

Which of the following is NOT a common method for collecting service performance data?

Customer surveys
Employee surveys
Mystery shopping
Focus groups
Data mining

What is the difference between service quality and customer satisfaction?

Service quality is objective, while customer satisfaction is subjective.
Customer satisfaction is objective, while service quality is subjective.
Service quality is a measure of how well a service meets customer expectations, while customer satisfaction is a measure of how happy customers are with a service.
Service quality is a measure of how well a service meets customer needs, while customer satisfaction is a measure of how well a service meets customer wants.
Service quality is a measure of how well a service meets customer requirements, while customer satisfaction is a measure of how well a service meets customer desires.

Which of the following is NOT a benefit of service measurement?

Improved customer satisfaction
Increased employee productivity
Reduced costs
Increased profits
Improved decision-making

What is the SERVQUAL model?

A model for measuring service quality
A model for measuring customer satisfaction
A model for measuring employee satisfaction
A model for measuring service performance
A model for measuring customer loyalty

What are the five dimensions of service quality in the SERVQUAL model?

Reliability, responsiveness, assurance, empathy, and tangibles
Reliability, responsiveness, assurance, empathy, and efficiency
Reliability, responsiveness, assurance, empathy, and effectiveness
Reliability, responsiveness, assurance, empathy, and productivity
Reliability, responsiveness, assurance, empathy, and profitability

What is the RATER model?

A model for measuring service quality
A model for measuring customer satisfaction
A model for measuring employee satisfaction
A model for measuring service performance
A model for measuring customer loyalty

What are the five dimensions of service quality in the RATER model?

Reliability, responsiveness, assurance, tangibles, and empathy
Reliability, responsiveness, assurance, tangibles, and efficiency
Reliability, responsiveness, assurance, tangibles, and effectiveness
Reliability, responsiveness, assurance, tangibles, and productivity
Reliability, responsiveness, assurance, tangibles, and profitability

What is the Kano model?

A model for measuring service quality
A model for measuring customer satisfaction
A model for measuring employee satisfaction
A model for measuring service performance
A model for measuring customer loyalty

What are the three types of customer requirements in the Kano model?

Basic, performance, and excitement
Basic, performance, and delighters
Basic, performance, and must-haves
Basic, performance, and nice-to-haves
Basic, performance, and wants

What is the Net Promoter Score (NPS)?

A measure of customer loyalty
A measure of customer satisfaction
A measure of service quality
A measure of employee satisfaction
A measure of service performance

How is the Net Promoter Score (NPS) calculated?

NPS = (% of promoters - % of detractors) / 100
NPS = (% of promoters + % of detractors) / 100
NPS = (% of promoters - % of passives) / 100
NPS = (% of promoters + % of passives) / 100
NPS = (% of detractors - % of passives) / 100

What is the Customer Effort Score (CES)?

A measure of customer loyalty
A measure of customer satisfaction
A measure of service quality
A measure of employee satisfaction
A measure of service performance

How is the Customer Effort Score (CES) calculated?

CES = (Total effort score / Number of customers) / 10
CES = (Total effort score / Number of customers) / 100
CES = (Total effort score / Number of customers) / 1000
CES = (Total effort score / Number of customers) / 10000
CES = (Total effort score / Number of customers) / 100000

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