FedEx Developed a 12-Item Statistical Service Quality Indicator to Measure

question 24

Multiple Choice

FedEx developed a 12-item statistical Service Quality Indicator to measure customer satisfaction and service quality.The index is comprised of customer-defined performance standards such as number of missed pick-ups,number of lost packages,and number of late deliveries.Each of the performance standards is weighted based on the relative importance of each standard to customers.By developing a Service Quality Indicator that incorporates customer-defined performance standards,FedEx is closing provider _____ of the gaps model of service quality.

• A) Gap 1
• B) Gap 2
• C) Gap 3
• D) Gap 4

---

Definitions:

Transfer Payments

Payments made by the government to individuals without any expectation of goods or services in return.

Shifting

The process of transferring a burden, such as tax from one entity to another, or changing the position of something.

Excise Taxes

Taxes imposed on specific goods, services, or transactions, often aimed at discouraging consumption of certain items or raising revenue.

Government Hiring

The process by which government entities recruit and employ individuals to work in various public sector roles, affecting the size and efficiency of government operations.