1) Customer satisfaction is the result of a customer\'s assessment of a service
ID: 392550 • Letter: 1
Question
1) Customer satisfaction is the result of a customer's assessment of a service based on a comparison of: A) His expectations of service delivery with his prior expectations B) His perceptions of service delivery with his prior expectations C His perceptions of service delivery with his prior perceptions D) E) All of the above None of the above 2) Gap 2 occurs between: A) What company thinks customers expect and the actual specifications the company establishes. B) C) D) E) What customers expect and what company perceives. Service specifications and the actual service delivered by the company All of the above None of the above 3) Gap 5 occurs between: A) B) C) D) E) Service delivery and service provider's external communication Customer expectations and perceptions of the service. Service specifications and the actual service delivered by the company. All of the above None of the above What defines the capacity of a service process line? A) 4) The activity requiring the most time per customer B) C) D) E) The size of the queue How tasks are allocated among servers Ability of workers to change the process speed None of the above 5) is the time it takes to complete a process from time of arrival to time of departure. A) B) C) Rush order flow time Cycle time Throughput timeExplanation / Answer
Q. 1. B) His perception of service delivery with his prior expectation.
As the customer had a good experience with the service so his belief on the service has become good, and this is the symptom of customer satisfaction.
Q. 2. A) What company thinks customers expect and the actual specifications the company established.
This is the gap occurs when management correctly thinks about the customers desire and needs and what they actually misrepresented to the customers. The difference between the two is Gap 2.
Q. 3. E) None of the above.
Gap 5 represents the actual performance done by the service and that of customer perception.
Q. 4. B) The size of the queue.
Capacity of a service process line is the handling of a particular volume of customer and simultaneously maintaining quality.
Q. 5. C) Throughput time.
Throughput time is the amount of time required to pass through the production process.
Hope this helps :)
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