Tony, a Vice President of the St

question 68

Multiple Choice

Tony, a vice president of the St. Louis One Gateway Credit Union, decided to measure customers' perceptions of the service quality of the credit union. He chose to use the SERVQUAL scale because it included the ________ component, which involves the knowledge and courtesy of employees, as well as their ability to convey trust and confidence.

• A) empathy
• B) responsiveness
• C) assurance
• D) reliability
• E) creativity

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Definitions:

Budget Line

A graphical representation of all possible combinations of two goods that can be purchased with a given budget at set prices.

Price Of Scone

The amount of money charged for a single scone, determined by factors like production costs, demand, and supply.

Rises

Rises refers to an increase or upward movement in quantity, value, or level of a given entity or phenomena.

Opportunity Cost

The cost of missing out on the second-best choice when making a decision.