Question

Which of the following are relevant factors regarding quality in service sector?

1. Timeliness of service:

2. Customer participation

3. Company personnel motivation

4. Company culture

Select the correct answer using the codes given below:

1. 1, 3 and 4 only
2. 1, 2 and 3 only
3. 1, 2, 3 and 4
4. 2, 3 and 4 only

Answer 1

Correct Answer - Option 3 : 1, 2, 3 and 4

The service sector is intangible and hence very difficult to maintain and monitor the Quality in this sector.

Factors that impact the Quality in the service sector are:

1. Reliability: Performance of promised service dependably 

2. Responsiveness: Willingness to help the customers promptly and provide an immediate response.

3. Assurance: Ability to convey trust and assurance with the service quality.

4. Empathy: To be approachable while providing the service.

5.Tangibles: Physical Facilities at the service area.

Service should be provided in a timely manner and improvement in the service parameters based on the valuable feedback of the customers. The service staff is trained and motivated to provide good quality services. Good organizational tangibles and pre-established cultures are important for the service quality parameter.