Certified Production & Operations Manager (POM) Practice Exam

Disable ads (and more) with a membership for a one time $2.99 payment

Prepare for the Certified Production and Operations Manager Exam with multiple choice questions and detailed explanations. Boost your confidence and optimize your study time for the exam!

Each practice test/flash card set has 50 randomly selected questions from a bank of over 500. You'll get a new set of questions each time!

Practice this question and more.

Which determinant of service quality is related to completing the service correctly on the first attempt?

Reliability
Empathy
Assurance
Responsiveness

The correct answer is: Reliability

Reliability is indeed the determinant of service quality that is fundamentally about consistently delivering the promised service accurately and correctly on the first attempt. It emphasizes the importance of dependability and the ability of a service provider to perform the service as expected, without errors or need for rework. When customers engage with a service, they expect that the service will meet the specified standards and be completed successfully on the first try. This reliability not only builds trust but also enhances customer satisfaction by reducing the likelihood of dissatisfaction that can arise from repeated failures or corrections. Therefore, reliability is crucial for organizations aiming to maintain a high level of service quality and meet customer expectations. In contrast, the other determinants focus more on aspects like personal attention, competence, and promptness rather than the core ability to execute the service right the first time.