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Question 265 - CSCP discussion

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Which of the following metrics is typically the most appropriate measure of product and service quality?

A.
Internal inspection
Answers
A.
Internal inspection
B.
Product performance
Answers
B.
Product performance
C.
Customer perception
Answers
C.
Customer perception
D.
Warranty claims
Answers
D.
Warranty claims
Suggested answer: C

Explanation:

Customer perception is a crucial measure of product and service quality because it directly reflects the customer's experience and satisfaction with the product or service. Unlike internal inspections or product performance metrics, which are internally focused, customer perception captures the end-user's viewpoint. This includes aspects such as the product's ability to meet customer needs, reliability, ease of use, and overall satisfaction. Customer feedback, surveys, and reviews are common methods used to gauge customer perception and assess quality.

Garvin, D.A. (1987). Competing on the Eight Dimensions of Quality. Harvard Business Review.

Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing.

asked 16/09/2024
Paul Schwarz
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