Service Quality during Crises and Designing Service Quality Surveys

Assignment: Service Quality during Crises and Designing Service Quality Surveys

 

Purpose: Search topic online and identify questions to be asked for a service context.

 

Banking, Retail, HVAC Installation and Service Company, Landscaping firm, financial services firm, Restaurant, and many other possibilities (you choose)

 

  1. Choose context as your focal business sector (see above).
  2. 2. Write a report aimed at professionals that discusses why measuring service quality is important and the aspects of service quality that you would plan to investigate. Include your rationale for inclusion of those service quality dimensions/facets.[1]
  3. 3. Body of report 4 pages
  4. 4. Use Times NewRoman 12 pt font;
  5. 5. Header: To: MARKETING  EXECUTIVES; From: (Your Name); Re: Measuring Service Quality Matters and Design issues for Service Quality Survey for (context).

As this suggests, your target audience is a professional group.

  1. 6. Best papers also provides indication that decisions for advice in paper have considered the presentation materials and/or readings on topic. Also, indication of superior work includes resources accessed that helped during the search activity. Finally, indicating how current covid-19 crisis affects survey content for your context is important.
  2. 7. References provided as footnotes to the report (no reference page)

 

 

[1] I CONSIDERED asking you to reflect on the approximate number of survey questions to be used in the instrument and the rationale for the number.  We never want to overwhelm potential respondents and there is a logic to limiting expectations.  Although I am not expecting you to include these important issues in survey design, if you find useful insights related to these issues, you are well-advised to collect them for your growing expertise.  And, should you identify great questions for service quality, keep these on hand – you never know when they will prove useful!

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