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Across
  1. 2. – A model for measuring service quality across five dimensions.
  2. 6. – Information from customers about service experience.
  3. 8. – Providing caring and individualized attention to customers.
  4. 9. Model – Identifies differences between customer expectations and management perceptions.
  5. 11. Needs – Must-have features that customers expect; absence causes dissatisfaction.
  6. 12. – Judging service performance based on defined criteria.
  7. 13. – Willingness to help and respond to customer needs promptly.
  8. 15. – Knowledge and courtesy of employees, creating trust.
  9. 17. – Ability to perform promised service consistently and accurately.
  10. 18. Expectations – What customers anticipate or desire from a service. Customer Satisfaction – Degree to which a service meets or exceeds expectations.Service Quality – Overall evaluation of how well a service meets customer expectations.
Down
  1. 1. Needs – Features that increase satisfaction when present and decrease it when absent.
  2. 3. – Actions taken to enhance service quality.
  3. 4. – Process of assessing service quality.
  4. 5. – Physical facilities, equipment, and appearance of staff.
  5. 7. – Delivering service in the same quality over time.
  6. 10. – A model that classifies customer needs into three categories.
  7. 14. Needs – Unexpected features that delight customers.
  8. 16. – Defined benchmarks for expected service performance.