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Templates
AI

Iceberg Of Service Quality

10 0 by Muthulakshimi
Use Template

Uncover the iceberg of service quality using multiple-choice, open-ended, and scale activities to identify visible results and hidden factors.

Category Iceberg
1 - Multimedia Pro
2 - Multiple Choice
Which of the following is a visible aspect of service quality?
  • 1. Employee attitude
  • 2. Customer trust
  • 3. Brand reputation
  • 4. Organizational culture
3 - Multiple Choice
Which “hidden” factor impacts service quality the most?
  • 1. Employee motivation
  • 2. Marketing campaigns
  • 3. Competitor pricing
  • 4. Store location
4 - Multiple Choice
Which dimension do you think is the most important for service quality?
  • 1. Reliability
  • 2. Responsiveness
  • 3. Assurance
  • 4. Empathy
5 - Open Ended
What hidden factors do you think most influence service quality?
6 - Ranking
Rank these service quality factors from most to least important:
  • 1. Employee training
  • 2. Customer feedback
  • 3. Consistency in delivery
  • 4. Problem resolution
7 - Open Ended
What hidden aspects of service quality do you think are often overlooked?
8 - Scales
Rate the following hidden dimensions of service quality
  • 1. Reliability
  • 2. Responsiveness
  • 3. Assurance
  • 4. Empathy
  • 5. Tangibles
9 - This or That
Which is more important for service quality?
  • 1. Speed of service
  • 2. Friendliness of staff
10 - Multiple Choice
What does the iceberg analogy highlight in service quality?
  • 1. Customers see everything
  • 2. Most quality drivers are invisible
  • 3. Only products matter
  • 4. Marketing defines service quality

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