Serviceability Product Automobile Infrequency of breakdowns Useful life in

Serviceability product automobile infrequency of

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Serviceability (Product) Automobile Infrequency of breakdowns Useful life in miles, resistance to rust & corrosion Top-rated car Handling of complaints and/or requests for information (Service) Auto Repair Work done correctly, ready when promised Work holds up over time Award-winning service department Handling of complaints
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Production and Operations Management –MGT613 VU © Copyright Virtual University of Pakistan 105 Examples of Service Quality Dimension Examples 1. Tangibles Were the facilities clean, personnel neat? 2. Convenience Was the service center conveniently located? 3. Reliability Was the problem fixed? 4. Responsiveness Were customer service personnel willing and able to answer questions? 5. Time How long did the customer wait? 6. Assurance Did the customer service personnel seem knowledgeable about the repair? 7. Courtesy Were customer service personnel and the cashier friendly and courteous?
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1. Reliability : Perform promised service dependably and accurately.
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