SERVICE QUALITY_ItemQuestions

SERVICE QUALITY_ItemQuestions - SERVICE QUALITY Quality...

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SERVICE QUALITY Quality Dimension Samples of questions to ask Tangibles: Appearance of physical facilities, equipment, personnel, printed and visual materials Are facilities attractive? Are staff dressed appropriately? Are written materials easy to understand? Does technology look modern? Reliability: Ability to perform promised service dependably and accurately If a response is promised in a certain time, does it happen? Are exact specifications of client followed? Are statements or reports free of error? Is service performed right the first time? Is level of service same at all times of day and for all members of staff? Responsiveness: Willingness to help customers to provide prompt service When there is a problem, does organization respond to it quickly? Are staff willing to answer client questions? Are specific times for service accomplishments given to client? Are public situations treated with care and seriousness?
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This note was uploaded on 04/22/2011 for the course MGMT 3121 taught by Professor Das during the Spring '11 term at CUNY Baruch.

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SERVICE QUALITY_ItemQuestions - SERVICE QUALITY Quality...

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