Terms : Hide Images
| 6872971706 | Dimensions of service quality | reliability, assurance, tangibles, empathy, responsiveness | 0 | |
| 6872973748 | Reliability | ability to perform the promised service dependably and accurately | 1 | |
| 6872976488 | Responsiveness | Willingness to help customers and provide prompt service | 2 | |
| 6872977455 | Assurance | Knowledge and courtesy of employees and their ability to convey trust and confidence | 3 | |
| 6872980562 | Empathy | provision of caring and individualized attention to customers | 4 | |
| 6873008743 | Tangibles | appearance of physical facilities, equipment, personnel, and communication materials | 5 | |
| 6873010714 | SERVQUAL | a tool for surveying customer satisfaction using the five dimensions and expectations vs. perception | 6 | |
| 6873011907 | Walk-through audit | a tool for evaluating a service experience through a customer's perspective | 7 | |
| 6873014553 | Detection costs | costs incurred to detect whether the service conforms to the service standards; ex. inspection of back office operations | 8 | |
| 6873050729 | Prevention costs | costs incurred to prevent service failures from happening; ex. recruitment and selection | 9 | |
| 6873093513 | Internal failure costs | costs to correct non-conforming work prior to delivery to customer; ex. rework | 10 | |
| 6873209438 | External failure costs | costs to correct non-conforming work after delivery to customer or to correct work that didn't satisfy customers' needs; ex. investigation time, loss of future business | 11 | |
| 6873210882 | Poka-yoke | fail-safing; any device or procedure that is used to prevent service failures | 12 | |
| 6873243458 | Statistical process control | the application of statistical techniques to monitor and control a process; deals with two types of quality characteristics, variable (continuous) and attribute (good or bad) | 13 | |
| 6873245365 | Control chart | a time-ordered diagram that is used in SPC to determine whether a process is in statistical control (CL, UCL, LCL) | 14 |
