1. Customer satisfaction out comes
2. Managing Service Quality
3. Service quality model: Use the structure below to elaborate on service quality models.
4. What are the expectations of Consumers in the insurance?
5. What are the management perception on service quality specifications?
6. The researchers found five determinants of service quality. These are as follows.
Reliability: the ability to perform the promised service dependably and accurately.
Responsiveness: the willingness to help customers and to provide prompt service.
Assurance convey: the knowledge & courtesy of employees and their ability to trust and confidence.
Empathy: the provision of caring individualized attention to customers.
Tangibles: the appearance of physical facilities equipment, personal & communication materials.
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