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Qualitative and Quantitative Analysis of Six Sma in Service. Introduction 4.2 Background of the Respondents 4.3 Reliability of Quality Service 4.3.1 Timely Provision of Service 4.3.2 Dependability 4.3.3 Staff’s Provision of Knowledgeable Information 4.3.4 Consistency in the Delivery of Service 4.4 Responsiveness of Staff 4.4.1 Informing Users of Services 4.4.2 Approachability of Staff 4.4.3 Quick Response 4.4.4 The Supermarket never keeps Customers waiting 4.5 Assurance of Staff 4.5.1 Knowledge to Answer Questions 4.5.2 Ability to Solve Customers’ Problems 4.5.3 Conduciveness of the Supermarket 4.5.4 Courtesy and politeness of staff 4.6 Staff Empathy 4.6.1 Personal Attention 4.6.3 Convenient Opening Hours 4.6.4 Information on All Services Available 4.6.5 Reliance on Knowledge to Meet My Needs 4.7 Tangibles of the Supermarket 4.7.1 Physical Facilities of the Supermarket 4.7.2 Extent of Physical Layout of Equipment 4.7.3 Environmental Conditions 4.7.4 Appearance of Staff 4.8 User Satisfaction 4.9 Customer Loyalty 4.9.1 Proud of Being a Customer 4. Qualitative and Quantitative Analysis of Six Sma in Service Organizations InTechOpen, Published on 2012-08-01. Authors Ayon Chakraborty and Kay Chuan Tan
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