Question 1

When it is important to provide caring, individualized attention to customers, this represents which dimension of service quality?

Accepted Answer

Empathy is the dimension of service quality that focuses on providing caring, individualized attention to customers. This includes understanding their needs and concerns and showing a willingness to help and provide personalized service.

Question 2

As a dimension of service quality, knowledge and courtesy of employees and their ability to convey trust and confidence is referred to as

Accepted Answer

The dimension of service quality that refers to the knowledge and courtesy of employees and their ability to convey trust and confidence is assurance. This includes factors such as the professionalism, competence, and credibility of the employees, which can help customers feel confident in the service they are receiving.

Question 3

Sandy needs to have her car repaired. She is a member of the American Automobile Association (AAA) and knows that the group evaluates car repair shops. Furthermore, the shop she is considering displays the AAA seal of approval. It also is clean and organized. She believes this is a good way to predict the quality of the service she will receive. Sandy bases her opinion of car repair shops on the basis of which service quality dimension?

Accepted Answer

Sandy is basing her opinion on the tangibility of the shop, which includes the physical appearance and environment, as well as any materials or communication used to convey the service. The AAA seal of approval and clean, organized space are tangible cues that make her believe the service will be of high quality.

Question 4

As a dimension of service quality, the appearance of physical facilities, equipment, personnel, and communication materials as a dimension of service quality is referred to as

Accepted Answer

Tangibility refers to the appearance of physical facilities, equipment, personnel, and communication materials as a dimension of service quality.

Question 5

The dimension of service quality called __________ is knowledge and courtesy of employees and their ability to convey trust and confidence.

Accepted Answer

Assurance is the dimension of service quality that refers to the knowledge and courtesy of employees and their ability to convey trust and confidence. Sympathy and empathy are related to understanding and addressing customer emotions, while responsiveness and reliability refer to timeliness and consistency of service delivery.

Question 6

When the ability to perform the promised service dependably and accurately is important, this represents which dimension of service quality?

Accepted Answer

Reliability refers to the ability of a service to be performed dependably and accurately.

Question 7

The dimension of service quality called __________ is the ability to perform the promised service dependably and accurately.

Accepted Answer

Reliability refers to the ability to perform the promised service dependably and accurately, which is in line with the description provided in the question. Assurance refers to the knowledge and courtesy of employees and their ability to convey trust and confidence to customers. Accuracy and responsiveness can be related to service quality, but are not specific dimensions. Empathy refers to the care and individualized attention given to customers, which is not directly related to the ability to perform the promised service.

Question 8

Arnett is looking for a new Internet service provider. The one he currently uses is too slow when loading web pages with ads and videos. In terms of the service quality dimensions, Arnett is unhappy with which dimension of this service?

Accepted Answer

The answer of Arnett is looking for a new Internet...

Question 9

The dimension of service quality called __________ is the appearance of physical facilities, equipment, personnel, and communication materials.

Accepted Answer

The dimension of service quality called "tangibility" refers to the appearance of physical facilities, equipment, personnel, and communication materials. This includes the cleanliness and modernity of the facilities, the appearance and demeanor of employees, and the quality of materials used to communicate with customers. Overall, tangibility speaks to the physical aspects of the service experience and how they are perceived by customers.

Question 10

As a dimension of service quality, responsiveness is

Accepted Answer

Responsiveness refers to the willingness of a company to provide prompt service and help customers. Therefore, option C is the best choice. Option A describes reliability, option B describes tangibles, option D describes assurance, and option E describes empathy, which are all separate dimensions of service quality according to the SERVQUAL model.

Question 11

Josh is looking for a new smartphone provider because he has grown tired of the many dropped calls, particularly near his school. In terms of the service quality dimensions, Josh is unhappy with which dimension of his service?

Accepted Answer

Dropped calls are a reliability issue as they indicate a lack of consistency and dependability in the service. Assurance refers to employees' knowledge and ability to convey trust and confidence to customers, tangibility relates to the physical aspects of the service, responsiveness refers to how quickly the provider addresses customers' needs, and empathy refers to the provider's ability to understand and relate to customers' feelings.

Question 12

As a dimension of service quality, the ability to perform the promised service dependably and accurately is referred to as

Accepted Answer

The dimension of service quality that refers to the ability to perform the promised service dependably and accurately is reliability. This means that the service provider should deliver the service as promised, without any errors or delays, and consistently over time. Reliability is an essential aspect of service quality and is often one of the most critical factors that customers consider when evaluating service providers.

Question 13

Sterile Feral, Inc., is a nonprofit organization that catches wild or stray cats, and then neuters, vaccinates, and releases them. The personnel of the nonprofit organization are caring people who love animals and try to do what they can to meet the needs of each cat they care for. The caring nature of the personnel relates to which service quality dimension?

Accepted Answer

Empathy is the dimension of service quality that relates to the caring and individual attention provided to customers. In this scenario, the personnel of Sterile Feral, Inc., are caring people who love animals, and their actions of catching, neutering, vaccinating, and releasing the cats show that they try to meet the needs of each cat they care for, which reflects empathy.

Question 14

As a dimension of service quality, the caring, individualized attention provided to customers as a dimension of service quality is referred to as

Accepted Answer

Empathy refers to the caring, individualized attention provided to customers. It involves understanding and anticipating customers' needs and concerns, and responding in a way that shows empathy and concern for their well-being. This is an important dimension of service quality as it helps to build trust and loyalty with customers, who are more likely to return to businesses that understand and care about their individual needs.

Question 15

When knowledge and courtesy of employees and their ability to convey trust and confidence is important, this represents which dimension of service quality?

Accepted Answer

The described dimension of service quality relates to the assurance aspect, which refers to the knowledge, expertise, and courtesy of service providers, as well as their ability to convey trust and confidence to customers.

Question 16

Sterile Feral, Inc., is a nonprofit organization that catches wild or stray cats, and then neuters, vaccinates, and releases them. Veterinarians are particularly impressed with how effectively and safely the organization performs its service each and every time. With which service quality dimension are veterinarians most impressed?

Accepted Answer

The veterinarians are most likely impressed with Sterile Feral, Inc.'s reliability, as they consistently perform their service of neutering, vaccinating, and releasing cats safely and effectively.

Question 17

As a dimension of service quality, the willingness to help customers and provide prompt service is referred to as

Accepted Answer

Responsiveness is the dimension of service quality that measures the willingness of the service provider to help customers promptly. It refers to the speed of service, the willingness to help customers and the ease of access to the service provider. So, option B is the correct answer. Reliability refers to the ability to provide accurate and consistent service. Competence refers to the ability to have the required skills and knowledge to perform the service. Assurance refers to the ability to inspire confidence and trust in the customer. Empathy refers to the ability to understand and be sensitive to the customer's needs and emotions.

Question 18

When willingness to help customers and provide prompt service is important, this represents which dimension of service quality?

Accepted Answer

Willingness to help customers and provide prompt service is related to the dimension of responsiveness, which refers to the ability to provide quick and timely service to the customer's needs.

Question 19

The dimension of service quality called __________ is caring, individualized attention provided to customers.

Accepted Answer

The dimension of service quality that refers to caring, individualized attention provided to customers is empathy. Empathy measures the extent to which the employees of a company can understand their customers' needs and provide personalized service to meet those needs. Assurance refers to the competence and professionalism of the service provider, reliability measures the consistency of the service provided, and responsiveness assesses the promptness and willingness of the service provider to assist customers. Sympathy is not a dimension of service quality.

Question 20

The dimension of service quality called __________ is willingness to help customers and provide prompt service.

Accepted Answer

Responsiveness refers to the willingness of the service provider to help customers and provide prompt service. Assurance is related to knowledge and trustworthiness, reliability is related to consistency and dependability, empathy is related to understanding and caring, and sympathy is related to showing concern and support.

Quiz 12: Services Marketing