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Garvin has developed eight dimensions that can be used in the assessment of the quality of...

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General Management

Garvin has developed eight dimensions that can be usedin the assessment of the quality of a product. Similarly, someother authors have worked on the dimensions that can be used in theevaluation of the quality of a service.

A. Identify five main dimensions that can be used inthe assessment of service quality. [10 marks].


B. As part of the ISO 9001:2015 requirements, a company has tomeasure the level of service quality offered toits customers.

Using the dimensions listed in (a), describe fully amethod that your company can employ to assess its service qualityas perceived by its clients. Illustrate the tool or model that youwill use. [20 marks]  

Answer & Explanation Solved by verified expert
4.2 Ratings (628 Votes)
Five main Dimensions that can be used in the Assessment of Service Quality 1 Tangibility Since services are tangible customers derive their perception of service quality by comparing the tangible associated with these services provided It is the appearance of the physical facilities equipment personnel and communication materials In this survey on the questionnaire designed the customers respond to the questions about the physical layout and the facilities that FFR offers to its customers 2 Reliability It is the ability to perform the promised service dependably and accurately Reliability means that the company delivers on its promisespromises about deliverysevice provision problem resolutions and pricing Customers want to do business with companies that keep their promises particularly their promises about the service outcomes and core service attributes All companies need to be aware of customer expectation of reliability Firms that do not provide the core service that customers think they are buying fail their customers in the most direct way 3Responsiveness It is the willingness to help customers and provide prompt service This dimension emphasizes attentiveness    See Answer
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