1. Using PZBs five dimensions of service quality, identify which of PZBs dimensions have been included in their current survey. Which dimension(s) was/were not included? (This means to first match the characteristic from the survey to a corresponding dimension.)

b. Suggest two (2) service quality-related questions that would provide meaningful insight into one or more of PZBs dimensions. Based on guidance found in Chapter 3, formulate these questions where customers will answer on a 7-point scale. For each question that you developed, explain why you believe it would be important to measure.

Customer Satisfaction Employee Attributes Customer Satisfaction Employee Attributes