The internal customers of a company are those people who ultimately purchase and use the company’s products.
In the context of the gap model, a customer will be satisfied when the expected quality of a product is higher than the actual quality.
Customers who are merely satisfied may often purchase from competitors because of convenience, promotions, or other factors.
Affinity diagram is a tool that can be used by organizations to:
Measure the response of customers by allowing them to express their degree of satisfaction on a five-point scale.
Train their employees on service recovery.
Streamline their communication process with the customers.
Gather and organize a large number of ideas or facts.
According to the classification system proposed by Juran, customers who belong to the group of ‘the vital few’:
can be targeted through mass marketing strategies.
have needs and requirements that differ from general customers.
need only standardized attention as a group.
deserve special attention on an individual basis.
The “conformance” dimension of a service depends on the ability of the service provider to provide what was promised to the customers, dependably and accurately.
Internal customers of an organization are those people who:
are not a part of the organization but sell resources to the organization so that the organization can produce it products
are a part of the organization who provide inputs and help to create outputs for customers.
are not a part of the organization but are involved in the supply of the organization’s products to the consumers.
are the end users of a company’s products or services.
The ASQ Quality Glossary defines customer _____ as “the result of delivering a product or service that meets customer requirements.”
Enrichment
Engagement
Satisfaction
Loyalty
According to the Kano Model, new or innovative features that customers do not expect or even anticipate, fall under the category of _____.
Continuous improvements
Satisfiers
Delighters
Dissatisfiers
Customer-focused organizations consider complaints as opportunities for improvement as:
effectively resolving complaints increases customer loyalty and retention.
it allows them to reduce the cost of research and development because they come to know about potential features through customers.
it helps employees understand what it feels like to be a customer.
it allows them to test the aptitude and efficiency of their employees in handling customer complaints.
The customer satisfaction measurement of “customer perceived value” focuses more on loyalty than on customer satisfaction.
According to the dimensions of quality, as suggested by David A Garvin, _____ refers to the probability of a product’s surviving over a specified period of time under stated conditions of use.
Durability
Conformance
Serviceability
Reliability
The _____ dimension of the quality, as suggested by David A. Garvin, refers to the amount of use one gets from a product before it physically deteriorates or until replacement is preferable.
Assurance
According to the Kano Model, "satisfiers" are the basic requirements that customers expect in a product or service which are generally not stated by customers but assumed as given.
Complaints allow an organization to learn about product failures and service problems, particularly the gaps between expectations and performance.
Which of the following is true of the "customer perceived value" measurement used by organizations to measure customer satisfaction?
It measures customer satisfaction based on the likelihood of customers recommending the product to other customers.
It focuses more on customer satisfaction than on customer loyalty.
It measures how customers assess benefits of the product against costs in making purchase decisions.
It takes into consideration only existing customers and not potential buyers.
Customer-focused organizations empower their front-line people to do whatever is necessary to satisfy a customer.
According to the Kano Model, the basic requirements that customers expect in a product and which are generally not stated by customers but assumed as given, fall into the category of _____.
Exciters
Customer satisfaction or dissatisfaction takes place during moments of truth.
Which of the following dimensions of quality, as suggested by David A Garvin, refers to the degree to which physical and performance characteristics of a product match pre-established standards?
Performance
