Which of the following is not a technique to study the ‘service quality gap’?

Which of the following is incorrect while referring to challenges faced while ensuring service quality?

If the time taken to respond to customer complaints is less, which dimension of ‘service quality’ is strongly promoted?

Rahul had booked a room in a 5-star hotel. After he checked in at his hotel room he was angry at finding that his bed sheet was filthy. Which dimension of ‘service quality’ was poorly reflected?

Manoj went to buy a washing machine. On top of the washing machine, it was mentioned that free service will be provided every 3 months until one year is completed. Manoj approached the shopkeeper to get a confirmation on the authenticity of the statement. Which dimension of ‘service quality’ was Manoj focusing on?

At Bengaluru Airport, Karan was surprised by the help he received from the staff at the airport. He was worried about the standard procedures like collecting boarding passes and security check-in. But the staff overwhelmingly helped him overcome all the difficulties. Which dimension of ‘service quality’ was strongly promoted by the staff at the airport?

Manish had purchased a ticket from a famous airline for his upcoming business meeting in London. He had injured his left leg a couple of days back and needed wheelchair assistance. He called the airline customer service and asked for wheelchair assistance. He was not only promised wheelchair assistance but also a pick-up and drop facility. Which dimension of ‘service quality’ was strongly promoted here?

Company A and Company B are two social networking service companies. It has been found that Company A shares a user’s private information with undetectable sources while Company B is not accused of any such activities. Which dimension of ‘service quality’ is at stake?

Amit is a Hindi-speaking person. He resides in Chennai. He had to visit the Passport Office in Chennai to rectify some of the problems he was facing. He was surprised to find the staff at the Passport Office speaking in different languages. Name the dimension of ‘service quality’ which was enforced.

Company P and Q are two famous clothing companies in the city. Customers have complained that the staff at Company P are unaware of modern trends and seem to take no interest in understanding customer expectations. The staff at Company Q is knowledgeable and is aware of modern trends. What can you infer?