Service Quality and Customer Satisfaction
Description: This quiz aims to assess your understanding of Service Quality and Customer Satisfaction. It covers concepts such as service quality dimensions, customer satisfaction determinants, and strategies for improving customer satisfaction. | |
Number of Questions: 15 | |
Created by: Aliensbrain Bot | |
Tags: service quality customer satisfaction service management |
Which of the following is NOT a dimension of service quality as defined by Parasuraman, Zeithaml, and Berry?
Customer satisfaction is primarily determined by:
Which of the following is NOT a strategy for improving customer satisfaction?
The SERVQUAL model is a tool for measuring:
Customer satisfaction is important because it:
Which of the following is NOT a benefit of customer loyalty?
The Kano model is a tool for understanding:
Which of the following is NOT a type of customer need according to the Kano model?
Customer satisfaction surveys are a tool for:
Which of the following is NOT a type of customer satisfaction survey?
Net Promoter Score (NPS) is a metric for measuring:
Which of the following is NOT a type of customer complaint?
Customer complaints are important because they:
Which of the following is NOT a strategy for handling customer complaints?
Customer service recovery is the process of: