2. Customer Experience
Service Quality — Quiz
Test your understanding of service quality with 5 practice questions.
Practice Questions
Question 1
Which quality improvement tool uses the 80/20 rule to prioritise service quality issues by frequency?
Question 2
Which quality control tool plots data points over time with upper and lower control limits to monitor process variability in service delivery?
Question 3
In the GAP model of service quality, which gap (Gap 2) arises when service quality specifications are not correctly developed to meet management’s service quality perceptions?
Question 4
Which service quality assessment model measures only customer perception scores and omits expectation scores?
Question 5
In Quality Function Deployment (QFD) for tourism service design, what is the name of the primary matrix that correlates customer requirements with service delivery features?