Chapter 9 Assignment _ CHEOLHONG PARK

Chapter 9 Assignment _ CHEOLHONG PARK - DISCUSSION AND...

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DISCUSSION AND REVIEW QUESTIONS Chapter 9 : Page 402 1.List and briefly explain a.The dimensions of service quality. 1. Convenience – the availability and accessibility of the service. 2. Reliability – the ability to perform a service dependably, consistently, and accurately. 3. Responsiveness – the willingness of service providers to help customers in unusual situations and to deal with problems. 4. Time – the speed with which service is delivered. 5. Assurance – the knowledge exhibited by personnel who come into contact with a customer and their ability to convey trust and confidence. 6. Courtesy – the way customers are treated by employees who come into contact with them. 7. Tangibles – the physical appearance of facilities, equipment, personnel and communication materials. 8. Consistency – the ability to provide the same level of good quality repeatedly. 9. Expectations – Meet (or exceed) customer expectations. b.The determinants of quality. The degree to which a product or a service successfully satisfies its intended purpose has four primary determinants. 1.Quality of Design – intention of designers to include or exclude features in a product or service. The starting point of producing quality in products begins in the “design phase”. Designing decisions may involve product or service size, shape and location. When making designs, designers must keep in mind customer wants, production or service capabilities, safety and liability, costs, and other similar considerations. 2.Quality of conformance- refers to the degree to which goods and services conform to the intent of the designer . Quality of conformance can easily be affected by factors like: capability of equipment used, skills, training, and motivation of workers, extent to which the design lends
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itself to production, the monitoring process to assess conformance, and the taking of corrective action. 3.Ease of use - refers to the ease of usage of the product or services for the customers. The term “ease of use” refers to user instructions. Designing a product with “ease of use” increases the chances that the product will be used in its intended design and it will continue to function properly and safely. Without ease of use, companies may lose customers, face sales returns, or legal problems from product injuries. Ease of use also applies to services. Manufacturers must make sure that directions for unpacking, assembling, using, maintaining, and adjusting the product are included. Directions for “What to do when something goes wrong” should also be included. Ease of use makes a consumer very happy and can help retain customers.
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