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61 Cards in this Set
- Front
- Back
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it is a word that enjoys widespread usage whilst failing to capture an agreed definition |
QUALITY |
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From established dictionary it is defined as property, attribute, characteristic, mark and distinction |
QUALITY |
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it is defined as grade, calibre, rank, status, importance, value and worth |
QUALITY |
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Defined as old fashioned eminence, prominence, excellence, superiority, distinction, supremacy |
QUALITY |
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Defined as General excellence of standard or level |
QUALITY |
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Defined as a distinctive attribute or characteristic possessed by someone or something |
QUALITY |
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True or False Quality is a level of superiority that is usually low |
FALSE Quality is a level of superiority that is usually high |
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A service quality approach that defines quality an excellence, and can only be recognized through experience |
TRANSCEDENT APPROACH |
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an approach that defines quality as precise and measurable |
PRODUCT-BASED APPROACH |
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Quality lies in the eye of the beholder |
USER-BASED APPROACH |
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Quality is in conformance with the firm's developed specifications |
MANUFACTURING-BASED APPROACH |
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Quality is trade 0ff between price and value |
VALUE-BASED APPROACH |
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It specifies requirements that should be fulfilled by a service to establish its fitness for purpose |
Service Standard |
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may provide definitions, indicators of service quality and their levels, or specify a time period for delivery, such as the standard on handling customer complaints. |
Standard |
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It is a standard that can be counted, measured or timed. These can include the amount of time it takes to complete an inspection or the time required to provide a customer with an answer |
HARD STANDARDS |
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It is a standard that is more subjective or opinion-focused and can’t be quantifiable measured. These can be gathered by speaking to customers via a variety of tools including reviews, call backs or surveys. |
SOFR STANDARDS |
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Three people who first proposed "The GAP Model" |
1. A. Parasuraman 2. Valarie Zeithaml 3. Leonard L. Berry |
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The GAP Model was first propose in what year |
1985 |
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Helps the company to understand the Customer Satisfaction |
The GAP Model of Service Quality |
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In-Service Industry, this is widely used to understand the various deviations that are occurring in the process of service delivery to potential customers |
GAP Model |
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creates a roadmap for the overall service delivery process and identifies the gap between the processes so that the complete model works efficiently and effectively |
GAP Model |
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This helps the service providers to map the inefficiency that is occurring in the service delivery process. |
GAP Model |
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TRUE OR FALSE The GAP Model of service quality helps to identify the gaps between the perceived service and the expected service. |
True |
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Five Gaps that occur in the Service Delivery Process |
1. The gap between Customer Expectation and Management Perception 2. The gap between Service Quality Specification and Management Perception 3. The gap between Service Quality Specification and Service Delivery 4. The gap between Service Delivery and External Communication 5. The gap between the Expected Service and Experienced Service. |
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This gap arises when the management or service provider does not correctly analyze what the customer wants or needs. It also arises due to insufficient communication between contact employees and managers. There is a lack of market segmentation. This Gap occurs due to insufficient market research. |
GAP 1: Gap between Management Perception and Customer Expectation |
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A café owner may think that the consumer wants a better ambience in the café, but the consumer is more concerned about the coffee and food they serve. |
GAP 1: Gap between Management Perception and Customer Expectation |
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This gap arises when the management or service provider might correctly comprehend what the customer requires, but may not set a performance standard. It can be due to poor service design, Inappropriate Physical evidence, Unsystematic new service Development process. |
GAP 2: Gap between Service Quality Specification and Management Perception |
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A restaurant manager who may tell the waiters to provide the order of the consumer quick, but do not specify “How Quick”. |
GAP 2: Gap between Service Quality Specification and Management Perception |
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This gap may arise in situations existing to the service personnel. It may occur due to improper training, incapability or unwillingness to meet the set service standards. It can be due to inappropriate evaluation and compensation systems. Ineffective Recruitment is the main cause of this gap. |
GAP 3: Gap between Service Quality Specification and Service Delivery |
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The failure to match the supply and demand can create this gap. There is also a lack of empowerment, Perceived Control, and framework. |
GAP 3: Gap between Service Quality Specification and Service Delivery |
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An example would be a restaurant having very specific standards of the food communicated but the restaurant staff may not be given proper instruction as to how to follow these standards. |
GAP 3: Gap between Service Quality Specification and Service Delivery |
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Consumer Expectations are highly influenced by the statements made by the company representatives and advertisements. This gap arises when these assumed expectations are not fulfilled at the time of Delivery of Service. |
GAP 4: Gap between External Communication and Service Delivery |
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A restaurant that has printed on its menu that it serves 100% Vegetarian Food but in reality, it serves Non-Vegetarian Food as well. In this situation, consumer expectations are not met. |
GAP 4: Gap between External Communication and Service Delivery |
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This gap arises when the consumer misunderstands the service quality. For Instance, A Restaurant Manager may keep visiting their consumer to ensure quality check and consumer satisfaction, but the consumer may interpret this as an indication that something is fishy or there is something wrong in the service provided by the restaurant staff. |
GAP 5: Gap between Experienced Service and Expected Service |
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Is viewed as a multi-dimensional concept. Consumers assess and evaluate a number of factors or dimensions. |
Service quality |
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True or false The first gap in the Gaps Model of Service Quality gave rise to SERVQUAL |
False The fifth gap in the Gaps Model of Service Quality gave rise to SERVQUAL |
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a self-administered questionnaire purported to be a generic measure of service quality. |
SERVQUAL |
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SERVQUAL was designed to be applicable to a small variety of services only |
False SERVQUAL was designed to be applicable to a wide variety of services |
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The dimensions to be measured in the scale are: (4) reliability, assurance, empathy, tangibles responsiveness |
1. reliability 2. assurance, 3. empathy 4. tangibles 5. responsiveness |
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survey research instrument developed by Zeithmal to measure customer satisfaction with various aspects of service quality |
SERVQUAL |
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TRUE OR FALSE SERVQUAL contains 32 items that reflect five dimensions of Service Quality. |
FALSE contains 22 items that reflect five dimensions of Service Quality. |
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In SERVQUAL consumers evaluate a firm’s service by comparing: (3) |
- Their perceptions of service received. - Their prior expectations of companies in a particular industry. - Respondents complete a series of scales that measure their expectations of companies in a particular industry on a wide array of service characteristics. |
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5 Dimensions of Service Quality |
1. Reliability 2. Assurance 3. Tangibles 4. Empathy 5. Responsiveness |
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It is the ability to perform the set service dependably and accurately. It focuses on providing the services right the first time and maintaining error-free records |
RELIABILITY |
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It is the Knowledge and Courtesy of Employees and their ability to convey trust and confidence. Employees who instill confidence in customers and Make Customers feel safe in their transactions. |
ASSURANCE |
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It contains Physical Facilities, Modern Equipment, appearance of personnel, Visually appealing materials associated with service. |
TANGIBLES |
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Caring, Individual Attention a firm provides to its customers. Convenient business hours, Having the customer’s best interest at heart. |
EMPATHY |
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Willingness to help customers and provide prompt services. Readiness to respond to customers’ inquiries. |
RESPONSIVENESS |
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The scale was first published in what year |
1988 |
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True or False Quality tools and techniques have been widely used in manufacturing but their use in services is far less evident. |
TRUE |
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T/F Measurement in services was regarded as too SIMPLE |
Measurement in services was simply regarded as too difficult. However, quality tools are today being used in service industries. |
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8 MEASURING TOOLS OF QUALITY |
Flowchart Cause and effect diagram Pareto chart Histogram Control charts Scatter diagrams Tallies or check sheets |
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True o False Any discussion of quality is complete even without reference to some formal programs in operation, namely Total Quality Management (TQM), ISO 9000 and the European Foundation for Quality Management (EFQM). |
FALSE Any discussion of quality is incomplete without reference to some formal programs in operation, namely Total Quality Management (TQM), ISO 9000 and the European Foundation for Quality Management (EFQM). |
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Each of the merits attention is only for its contribution to the delivery of quality and it is not equally relevant in service organization. |
Each of these merits attention not only for its contribution to the delivery of quality but equally for its relevance in service organization. |
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All employees can contribute effectively to improvement. To achieve this will require training, access to information and teamwork. |
Total Quality Management (TQM) |
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true or false The ultimate goal of the organization’s efforts is customer satisfaction. Customer interests are expected to be put first in all situations, even these appear to conflict with other business opportunities. |
TRUE |
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Key element of TQM |
measurement and feedback |
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International Organization for Standardization, established in 1947 to develop common international standards in many areas. Basically, the objective is to give buyers an assurance that the quality of products and/or services meets their requirements. |
ISO |
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viewed by critics as reducing a profound idea / quality to a set of box-ticking exercises that fails to recognize the realities of organizational culture. |
ISO |
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TRUE OR FALSE ISO has been viewed by critics as reducing a profound idea (quality) to a set of box-ticking exercises that fails to recognize the realities of organizational culture |
TRUE |
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All the requirements of ISO 9001:2015 are SPECIFIC and are NOT intended to be applicable to any organization, regardless of its type or size, or the products and services it provides |
TRUE |
