MULTIMEDIA AND QUALITY OF SERVICE
INTRODUCTION
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Question
[CLICK ON ANY CHOICE TO KNOW THE RIGHT ANSWER]
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which of the following is not a soft measure of service quality?
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Consumer panel
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Transaction analysis
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Mystery shopper
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Cause and effect study
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Explanation:
Detailed explanation-1: -Hard and Soft Measures of Service Quality Soft measures refer to standards and measures that cannot easily be observed and must be collected by talking to customers, employees or others. e.g. SERVQUAL, surveys, and customer advisory panels.
Detailed explanation-2: -The five service quality dimensions are tangibility, reliability, responsiveness, assurance, and empathy.
There is 1 question to complete.