SCMA 320 #3
NOTE – SHOW ALL WORK or you will not get credit.
In class we discussed the many different aspects of quality.
Think of a SERVICE experience that you have had (recently or in the past) and describe WHY that service was either VERY GOOD or VERY BAD.
The Determinants of Service Quality are Reliability, Responsiveness, Competence, Access, Courtesy, Communication, Credibility, Security, Understanding/Knowing the Customer, and Tangibles.
Include in your description four of the 10 Determinants of service Quality.
Grading will be as follows:
20 points for the description of the incident.
20 points for the tie in to each of the four Determinants of Service Quality that you chose.