Which of the following statements about customer satisfaction and service quality is true?
A) Customer satisfaction is a focused evaluation that reflects the customer's perception of specific dimensions of service like reliability and responsiveness
B) Service quality is more inclusive than customer service
C) It is correct to use the terms customer service and service quality interchangeably
D) Customer satisfaction is influenced by perceptions of service quality
E) None of the above statements about customer satisfaction and service quality is true

Question

Quizplus · Accepted Answer

Customer satisfaction is influenced by perceptions of service quality, which encompasses the overall quality of service provided, including factors such as reliability, responsiveness, empathy, tangibles, and assurance. Customer service, on the other hand, specifically relates to the interactions between customers and service providers. Therefore, statement A is partially true, but not as comprehensive as statement D. Statement B is incorrect because service quality includes customer service as a dimension. Statement C is incorrect because customer service and service quality are not interchangeable terms.

Which of the Following Statements About Customer Satisfaction and Service