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:

Asch's Findings

The results from Solomon Asch’s conformity experiments, demonstrating how individuals often conform to the majority opinion, even when it is obviously incorrect.

Judgments

Cognitive processes involving the evaluation or assessment of something or someone, often based on knowledge, criteria, and personal values.

Length of Lines

In a psychological context, refers to a perceptual judgement experiment where subjects are asked to compare the lengths of lines or segments.

Cohesive Groups

Groups characterized by strong bonds and unity among members, which aid in collaborative efforts and maintaining group integrity.