MKT 3351 TTU Exam 2 Questions and Answers

MKT 3351 TTU Exam 2 Questions and Answers customer satisfaction vs Service quality. Satisfaction: broader concept that includes perceptions of situational factors and personal factors, product quality, service quality, price, etc. customer satisfaction vs Service quality. Service Quality: is a component of satisfaction; focuses on dimensions of service Customer Satisfaction Contributing factors -Product and service features. -Perceptions of product and service quality. -Price -Customer emotions -Attributions for service success or failure -Perceptions of equity or fairness -Other customers, family members, and coworkers Outcomes of Customer Satisfaction Increased customer loyalty -Positive word-of-mouth communications -Increased revenues -Increased return to shareholders Service quality the customer's judgment of overall excellence of the service provided in relation to the quality that was expected. Service quality assessments are formed on judgments of outcome quality. ‒ interaction quality. ‒ physical environment quality The Five Dimensions of Service Quality Reliability Assurance Tangibles Empathy Responsiveness Reliability