Chapter 11, Question 3.1: Analyze a recent service provided in terms of expectations and perceptions about each of the five components of service quality.
Central Pediatrics:
Reliability: We may have an answer to our baby’s problem after one visit.
Responsiveness: This place is always open. Unlike most pediatric clinics, they have extended hours for urgent care 7 days a week and offer same day appointments. We never will have a problem getting our baby seen by our usual provider. The staff is also always on call
Assurance: Everyone who works there always has a smile on their faces. Our nurses and pediatrician seems genuinely interested in her care.
Empathy: The staff is extremely nice and they took the time to get to know us. The front desk staff knew our baby’s name (and ours) on the second visit and commented on how cute she is before we reintroduced ourselves.
Tangibles: The building is brand new, clean, well-lit, and smells great. VERY CONTEMPORARY. We left thinking our baby is healthy and her problem will get better.
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