Mid Term Question
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Being a student of Total Quality Management, how will you categorize the various “service qualities” given in the provided table as either reliability, empathy, accessibility, timeliness, completeness, consistency, tangibility, OR responsiveness.
Sr. No. | Description | RATER category |
1 | Store employees are polite and show respect for customers. They are empowered to solve their problems. | Empathy (employees showing respect and willingness to solve customer problems) |
2 | Every time a customer experiences the same kind of food quality and taste in a restaurant. | Consistency (consistent food quality and taste) |
3 | The franchise area is broad, hygienic and fully air conditioned. | Tangibility (physical attributes of the franchise area) |
4 | Employees are always willing to help customers and provide prompt service. | Responsiveness (employees' willingness to help and provide prompt service) |
5 | The pharmacy remains open 24/7 working hours and provides broad parking area. All products are placed in their specific racks. | Accessibility (availability of the pharmacy 24/7 and convenient parking area) |
6 | Franchise employees treat their all customers with the same level of care each time. | Reliability (consistent treatment of customers with the same level of care) |
7 | Noor hospital provides medical care to the customers in a way that meets their needs on urgent basis by increasing pain medication to ensure an optimal comfort level. | Timeliness (meeting customer needs on an urgent basis) and Completeness (providing medical care that ensures optimal comfort) |
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