SERVQUAL Dimensions
What does the "T" in SERVQUAL stand for?
Tangible
TQM stands for ______.
Total Quality Management
A type of customer that helps to give positive-word of mouth marketing ______.
Loyal Customer
What does IATA stand for?
International Air Transport Association
What is the process of checking service standards by undercover evaluators?
Mystery Shopping
Which SERVQUAL dimension refers to staff trustworthiness?
Assurance
Name one of the three principles of TQM.
Customer focus, Process improvement, Total involvement
What is the term for measuring the effort a customer puts into resolving a service issue?
Customer Effort Score (CES)
The industry that provides lodging, food, and entertainment to guests.
Hospitality Industry
This approach translates customer needs into product or service attributes.
Quality Function Deployment (QFD)
This dimension measures how quickly staff respond to customers.
Responsiveness
It means regularly assessing and enhancing service quality to remain competitive.
Continuous Improvement
They provide a steady revenue stream, which is essential for business sustainability.
Repeat Customer
It work together to drive tourism decisions.
Push and Pull Factors
What is the key goal of quality management in hospitality?
Customer Satisfaction
Which SERVQUAL factor relates to a business caring about customer needs?
Empathy
This Japanese mistake-proofing technique prevents errors.
Poka-Yoke Method
Immediate ratings from customers post service.
Post-service Ratings
The organization that defines a tourist as someone traveling at least 80 km away for at least 24 hours is
United Nations World Tourism Organization (UNWTO)
What is the benefit of AI chatbots in customer service?
Faster response times
Name all five SERVQUAL dimensions.
Tangibles, Reliability, Responsiveness, Assurance, Empathy
Three concepts of quality is also known as_____.
Juran Trilogy
What is the ratio of issues resolved in a single customer interaction called?
First Contact Resolution Ratio (FCR)
The practice of traveling for leisure or business purposes.
Tourism
Name two service quality measurement techniques.
SERVQUAL, Mystery Shopping