Susanna wanted to check out a new salon in her locality, so she decided to go for a hair styling session. She was very happy with the way her stylist connected and related with her concerns. She is judging the service based on its ________.
A) promotional marketing
B) functional quality
C) technical quality
D) search qualities
E) external marketing

Question

Quizplus · Accepted Answer

Functional quality refers to the manner in which a service is delivered, including the interaction between the service provider and the customer. Susanna's satisfaction with how the stylist connected and related to her concerns indicates she is judging the service based on its functional quality.

Susanna Wanted to Check Out a New Salon in Her