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

question 30

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 reliability construct. What is the difference for the reliability dimension?

• A) -0.2
• B) -0.025
• C) 0.025
• D) 0.2
• E) not enough data to determine the answer

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Definitions:

Corrective Action

Measures taken to identify, eliminate, and prevent recurrence of defects or problems in a product, process, or system.

Variance Analysis

A technique used to identify and explain the reasons for differences between budgeted and actual financial performance.

Standard Costs

Predetermined costs assigned to goods and services, used as target prices to measure performance.

Actual Costs

The genuine costs incurred in the production of goods or services, including all direct labor, materials, and overhead expenses.