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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
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Charges for mba rs 125/subject and rs 700/semester only.
For other rs 125/subject only
if urgent then call us
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