A University Administered the SERVQUAL Survey to Its Customers as a Way

question 98

Multiple Choice

A university administered the SERVQUAL survey to its customers as a way to assess its current position in the market. On the basis of 80 responses, the following averages were computed for the tangibles construct. What is the difference for the tangibles dimension?

• A) -1.50
• B) -0.575
• C) 1.50
• D) 0.575
• E) not enough data to determine the answer

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Definitions:

DSM-IV-TR

The fourth edition, text revision, of the Diagnostic and Statistical Manual of Mental Disorders, a guideline for diagnosing mental disorders.

Psychological Disorders

Mental disorders characterized by patterns of behavior or thought that are significantly distressed or disabled, which are not considered part of normal development in a person's culture.

Diagnose

The process of identifying a disease or condition from its signs and symptoms through examination, tests, and other medical procedures.

Abnormal Behavior

Patterns of emotion, thought, and action deemed pathological for one or more reasons, such as distress, dysfunction, or deviance.