Service Quality: Definition & Dimensions


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What is service quality?

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1. Which of the following is NOT considered a tangible characteristic in service quality?

2. A restaurant advertises that each of their shrimp specials will include at least eight pieces of shrimp. Carl makes an order, and his shrimp special contains ten pieces of shrimp. Is this an example of reliability? Why or why not?

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About This Quiz & Worksheet

We'll specifically assess you on topics related to service quality, such as its components, meaning, and dimensions.

Quiz & Worksheet Goals

You'll be examined on:

  • Service quality's definition
  • Tangibles in service quality
  • Examples of reliability
  • Service quality's dimensions
  • The concept of assurance

Skills Practiced

  • Defining key concepts - ensure that you can accurately define main terms, such as service quality and assurance
  • Information recall - access the knowledge you've gained regarding the concept of reliability
  • Reading comprehension - ensure that you draw the most important information from the related lesson on service quality

Additional Learning

Find out more about service quality with the associated lesson titled Service Quality: Definition & Dimensions. The lesson covers:

  • Each dimension of service quality
  • The link between the dimensions
  • An explanation of service quality