Suppose you are going to have a prescription filled at a local pharmacy. Referring to the listed dimensions of service quality, match an example of how you would judge the quality of the service with each given dimension. Note: Each answer choice will only be used once. Dimensions 1. Tangibles 2 Convenience 3. Reliability 4 5. Time 6. Assurance 7. Courtesy 8. Consistency 9. Expectations Responsiveness Examples Appearance of the pharmacy and the staff Friendliness of the server How long did you have to wait? Is the prescription correctly filled?
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- Assume you are the owner of a restaurant. Create a questionnaire showing appropriate options to measure customer satisfaction or customer experience with respect to the restaurant food and service. Keep in mind a suitable flow of questions while creating the questionnaire. The following types of questions can be included in the survey: • Dichotomous (2 options, example Yes/ No) • Single select (select only 1 option) • Multiple choice (example: select all that apply) • Scales (example: Excellent-Average-Poor, Strongly agree-Agree-Neutral-Disagree-Strongly disagree) Criteria Correct flow of questions Appropriate options given along with questions Questions included matches survey objectives Questions’ vocabulary suitable to industry mentionedRead the following case. Then answer the question that follows. Research Study The quality of care given by health care providers can literally be a matter of life or death. Some of the most vulnerable patients are those in long- term skilled nursing facilities. Ensuring the safety and well-being of these residents is both critical and challenging. A study conducted at a facility in Massachusetts specializing in the treatment of people with a chronic illness showed that the implementation of a WiFi-based localization system cut the average time needed to find residents from over 5 minutes to less than 2 minutes. It also alerted staff with a high degree of accuracy when high-risk residents went outside (false positive rate of 9.1%; false negative rate of 1.7%). Devices were mounted on residents' wheelchairs, and monitoring software was installed on staff computers. The facility in the study already had a WiFi system installed. The study's authors conclude that "Using timely resident…This is all one question: The following set of questions were developed to administer to the customers of a food catering business. Put yourself in the position of a customer who has ordered food from this catering business at least one time in the past. You have just received this survey in an e‐mail from the catering company. The e‐mail contains a link that takes you to a Web‐based survey process (such as Google Forms or SurveyMonkey). As you read each question, evaluate it carefully. Is it easy to answer? Do understand how to answer? Is there any confusion in your mind about what response is expected? Do you think your answer will be meaningful and useful to the system development team? What is your company's name? On a scale from 1 to 10, how easy do you find the ordering process? 0‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐10 How long does it take to place a catering request? In your opinion, what is the biggest problem with the current system of…
- If a credit manager reviewing a potential customer’s request for a $20,000 line of credit, what would he/she analyze? Generally, how would the 5Cs of Credit guide his/ her analysis and help lead to a prudent decision to accept or reject the request?Bashaer is a millionaire but always buy a TOYOTA ACCORD even though he can afford Mercedes Benz sports car. Nayef on the other hand cannot afford to buy BMW, but he made a bank loan to purchase the BMW Coupé for half a million dollars. Explain why they choose those cars by describing through the Customer’s Lifetime Value (CLV) Assessments. Explain the importance of the Customer Profile Components of Nayef and Bashaer.A local manufacturing firm which produces engineer to order and assemble to order high value products for the pharmaceutical industry has recently been requested by its owner to provide a proposal on the benefits of a predictive performance model and methodology from a workshop that you have recently completed. You are requested to produce the following report: 1. Review the current state of the practice of performance reporting within firms. 2. Suggest a suite of appropriate key performance measures. 3. Explain the benefits of an Ex-Ante or Predictive Performance approach to enterprise performance management. 4. Recommend a methodology on how this type of Enterprise Performance Model might be deployed within actual firms. It is recommended that you use appropriate examples from the literature or your prior industrial experience to support any recommendations that you provide.
- Which of the following is not one of the dimensions of service quality?Reliability a. Responsibility b. Assurance c. Empathy d. All of these are dimensions of service quality.A new car rental company has decided to differentiate itself by creating a service aimed at people who need to rent a car for a few hours or a few days while their car is repaired. The company believes that it will be profitable as it will win the favor of consumers by providing services that large companies do not offer. For example, bring the car to the customer and pick it up at the end of the rental. Based on this description, which of the following differentiation strategies is the company planning to use? Select one: a. service-based b. based on product c. based on personal treatment d. based on imageAs a determinant of service quality, reliability refers to a. the ability to perform the promised service consistently, dependably, and accurately. b. the useful life of the product or service. c. service after sale. d. the ability of service provider to convey trust and confidence. e. the willingness and/or readiness to provide service.
- Design an effective service guarantee for a service (choose a service by yourself) with high perceived risk. Explain (a) why and how your guarantee would reduce perceived risk of potential customers and (b) why current customers would appreciate this guarantee even though they are already a customer of that firm and therefore likely to perceive lower levels of risk.Which of the following items influences healthcare prices? ✔ All of the answers are correct. Market share. Quality of care. Payer mix.In the e-government audit approach; the outcome assessment area deals with the performance of the e-government service provision and the fulfilment of supply-driven and demand-driven success factors. Select one: a. True b. False