Get fully solved assignment, plz drop a mail with your sub code
computeroperator4@gmail.com
Charges for mba rs 125/subject and rs 700/semester only.
For other rs 125/subject only
if urgent then call us on 08791490301, 08273413412
DRIVE FALL 2014
PROGRAM Master of Business Administration- MBA
SEMESTER 3 SUBJECT CODE & NAME
QM 0020- Quality in Service Industries
Qus:1 Give reasons why providing high-quality service depends on efficient co-ordination between different functional areas/departments of an organisation.
· Explanation of the role of different departments in managing service quality
· Steps in providing high-service quality
Answer:
Explanation of the role of different departments in managing service quality:
An organisation is made up of a number of departments, each of which has a different role to play in ensuring the smooth running of the organisation. Providing high-quality service requires efficient co-ordination between these different functional areas or departments in the organisation. The role of the various departments of an organisation in managing service quality.
Qus:2 Explain the five dimensions of Service Quality given by Parasuraman, Zeithaml and Berry, to evaluate the service gap.
· Definition of Service quality
· Explanation of five dimensions of Service quality
Answer:
Definition of Service quality:
According to Garvin, “quality can be defined from different perspectives: user–based, product-based, manufacturing-based, value-based and transcendent view.”
Quality services have a significant impact on business performance, customer satisfaction and
Qus:3 How is Service quality related to customer satisfaction, loyalty, and Value?
Explanation.
Answer:
Service quality related to customer satisfaction, loyalty, and Value:
Service quality is one aspect that is directly related to customer satisfaction, loyalty, and customer value. A high quality service can increase the chances of customer satisfaction, which in turn can bring loyalty and value to the organisation. When relating service quality with customer satisfaction, note that customer satisfaction depends upon the difference between
Qus:4 Explain the various reasons for Service failure and also the two types of service failure.
· Explanation of service failure and its two types
· Reasons for service failure
Answer:
Explanation of service failure and its two types:
A customer service failure incident happens when the service performance fails to meet an individual’s expectations. In other words, it can be defined as any customer service flaw that results in a displeased customer. The failure of any service impacts customer expectations and their perception of the service provider. The simplest reason behind service failure may be the
Qus:5 Write a short note on the various dimensions that are used to evaluate service quality in the Tourism, hospitality and leisure industry.Explanation.
Answer:
Short note on the various dimensions that are used to evaluate service quality in the Tourism, hospitality and leisure industry:
Customers base their evaluations of service on their perceptions. While these perceptions are affected by the actual service provided, service due to its intangibility is often hard to evaluate accurately.Five such service dimensions used to evaluate a service are based on the RATER framework (also known as five SERVQUAL dimensions). These are:
Qus:6 Explain the various services provided by retailers. Also explain the various approaches to service quality in retailing.
· Services Provided by retailers
· Approaches to service quality in retailing
Answer:
Services Provided by retailers:
These services can be in terms of helping the customers in selecting the products, lay-away services, after-sales services, installations, demonstrations and fair prices. Increase in the living standards of consumers and stiff competition mean that retailers have to provide quality services
Get fully solved assignment, plz drop a mail with your sub code
computeroperator4@gmail.com
Charges for mba rs 125/subject and rs 700/semester only.
For other rs 125/subject only
if urgent then call us on 08791490301, 08273413412
No comments:
Post a Comment