Which of the following is NOT a component of quality from a customer’s point of view?

Which of the following is NOT a component of quality from a customer’s point of view?

• A. Problem resolution
• B. On-time service
• C. Employee satisfaction
• D. Correct solutions at first attempt

Answer: (C)

From a customer’s perspective, quality primarily revolves around how well their needs and expectations are met. Components such as problem resolution, on-time service, and ensuring correct solutions on the first attempt directly relate to customer satisfaction and perceived quality of service. Problem resolution is vital since customers expect issues to be addressed and resolved effectively. On-time service reflects customers' expectations for timely delivery, which significantly impacts their overall experience. Providing correct solutions on the first attempt demonstrates competence and reliability, increasing customer trust in the service provided. Employee satisfaction, however, while important for maintaining a productive work environment, does not directly influence a customer's view of quality. Customers are generally unaware of internal employee sentiments or conditions; their focus is on the end results and experiences they encounter. Therefore, employee satisfaction can be seen as a factor that impacts organizational performance but is not considered a direct component of quality from the customer's perspective.

From a customer’s perspective, quality primarily revolves around how well their needs and expectations are met. Components such as problem resolution, on-time service, and ensuring correct solutions on the first attempt directly relate to customer satisfaction and perceived quality of service.

Problem resolution is vital since customers expect issues to be addressed and resolved effectively. On-time service reflects customers' expectations for timely delivery, which significantly impacts their overall experience. Providing correct solutions on the first attempt demonstrates competence and reliability, increasing customer trust in the service provided.

Employee satisfaction, however, while important for maintaining a productive work environment, does not directly influence a customer's view of quality. Customers are generally unaware of internal employee sentiments or conditions; their focus is on the end results and experiences they encounter. Therefore, employee satisfaction can be seen as a factor that impacts organizational performance but is not considered a direct component of quality from the customer's perspective.