Services can be judged on customer importance and company performance. ________ is used to rate the various elements of the service bundle and identify what actions are required.
A) Reliability-service indices analysis
B) Consumer-quality analysis
C) Key-service indices analysis
D) SERVQAL
E) Importance-performance analysis

Question

Quizplus · Accepted Answer

Importance-performance analysis is a technique used to assess customer satisfaction by evaluating the importance of service attributes and the company's performance in delivering those attributes. It helps to identify areas where improvements are needed and prioritize actions accordingly. The other options listed are either not relevant to this specific technique or are not commonly used in service quality evaluation. Therefore, the correct answer is E - Importance-performance analysis.

Services Can Be Judged on Customer Importance and Company Performance