Across
- 2. This is a dimension consumers use to measure quality, which means willingness or readiness to provide service.
- 4. This is one of the quality management principles.
- 5. .............. Diagrams are used to organize the data gathered from many people under meaningful categories.
- 7. This person determines the quality of your product.
- 9. This model is based on the conceptualization of service quality as the gap between consumer's perceived performance and expectation.
Down
- 1. .............. states that 80% of events are caused by 20% causes.
- 3. This is a dimension of quality.
- 6. ............ based view define quality as a quantifiable or measurable attribute.
- 8. This person said quality should be aimed at the needs of the customer, present and future.