PSE&G,a Utility Company Located in New Jersey,is Conducting a Service

question 40

Multiple Choice

PSE&G,a utility company located in New Jersey,is conducting a service marketing research study to assess its service performance.It will measure the gaps between customer expectations and perceptions along the five dimensions of service quality.Which of the following types of research should PSE&G use?

• A) Critical incident studies
• B) Requirements research
• C) SERVQUAL surveys
• D) Trailer calls
• E) Customer panels

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Definitions:

Per-annum Rate

Another term for annual rate, indicating the interest rate or growth rate over a single year.

Bank Loan

Money lent by a bank to a customer, usually with interest, that is expected to be repaid within a certain period.

Outstanding Principal

The remaining amount of money borrowed that has not yet been repaid.

Accrued

Accumulated over time but not yet paid or received, typically referring to interest or income.