Chapter 4 customers perceptions of service Flashcards
service quality
the focus of an evaluation reflects the customer’s perception
perceived service quality
a component of service quality
customer satisfaction
customers evaluation of a product or service in terms of whether or not it has met the customer expectations
reliability
delivering on promises
responsiveness
being willing to help
assurance
inspiring trust and confidence
empathy
treating customers as individuals
tangibles
representing the service physically and virtually
perceived service quality
the evaluation of a customer about the overall performance of the service
SERVQUAL
aim is to make expectations as experiences measurable
ServPerf
measure what customers have the factor experienced. Expectations are left out
convergent validity
do the questions measure what they have to measure?
discriminant validity
this describes the extent to which the 5 distinct dimensions actually can be seen as 5 unrelated dimensions
predictive/ concurrent validity
the extent to which differences between 2 groups have been shown
service encounters
where promises are kept or broken, namely during the interaction of the customers with the firm
