Question 1

Which of the following statements is correct?&#10;A) customer satisfaction leads to perceived service quality&#10;B) service quality leads to customer satisfaction&#10;C) service quality leads to increased purchasing behavior&#10;D) customer satisfaction leads to increased purchasing behavior&#10;E) the relationship between service quality and customer satisfaction and howthese two concepts relate to purchasing behavior remains largely unexplained

Accepted Answer

the relationship between service quality and customer satisfaction and howthese two concepts relate to purchasing behavior remains largely unexplained&#10;

Question 2

The difference between management perceptions of customer expectations andand standards specifying service to be delivered is called the:&#10;A) knowledge gap&#10;B) standards gap&#10;C) delivery gap&#10;D) communications gap&#10;E) service gap

Accepted Answer

The standards gap refers to the discrepancy between management's understanding of customer expectations and the service standards they set to meet those expectations.

Question 3

The __________ occurs between the actual performance of a service and thestandards set by management.&#10;A) knowledge gap&#10;B) standards gap&#10;C) delivery gap&#10;D) communications gap&#10;E) service gap

Accepted Answer

The delivery gap occurs when there is a difference between the actual performance of a service and the standards set by management.

Question 4

Which of the following is NOT a factor influencing the delivery gap?&#10;A) willingness to perform&#10;B) employee-job fit&#10;C) role ambiguity&#10;D) overpromising&#10;E) inadequate support

Accepted Answer

Overpromising is related to the communication gap, not the delivery gap. The delivery gap is influenced by factors like willingness to perform, employee-job fit, role ambiguity, and inadequate support.

Question 5

Which of the following statements pertaining to the SERVQUAL scale is incorrect?&#10;A) The SERVQUAL dimensions were obtained through extensive focus groupinterviews&#10;B) SERVQUAL is a 44-item scale&#10;C) SERVQUAL consists of five service quality dimensions&#10;D) SERVQUAL compares perceptions to what a customer should expect from afirm the delivers high-quality services.&#10;E) The smaller the gap score for each of the service quality dimensions, the lowerthe level of service quality provided.

Accepted Answer

The smaller the gap score for each of the service quality dimensions, the higher the level of service quality provided, not lower.

Question 6

The SERVQUAL dimension that measures consumer views that reflect thesecurity of the firm's operations is the ________ dimension.&#10;A) tangibles&#10;B) employee satisfaction&#10;C) responsiveness&#10;D) assurance&#10;E) reliability

Accepted Answer

The assurance dimension of SERVQUAL measures consumer perceptions related to the security and trustworthiness of the firm's operations, including the competence, courtesy, and credibility of the employees.

Question 7

Which of the following is a major criticism of the SERVQUAL scale?&#10;A) short questionnaire&#10;B) validity of the five service quality dimensions&#10;C) does not predict consumer purchase intention&#10;D) contact personnel&#10;E) none of the above

Accepted Answer

The SERVQUAL scale has been criticized for the validity of its five service quality dimensions, as some researchers argue that these dimensions may not be universally applicable across different service industries.

Deck 12: Service Quality: Identifying and Rectifying the Gaps