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:

Korotkoff Sounds

Sounds heard over an artery when blood pressure is measured, useful for determining systolic and diastolic pressures.

Auscultating Blood Pressure

The process of listening to the blood pressure sounds using a stethoscope and sphygmomanometer to measure the pressure.

Systolic Blood Pressure

The maximum arterial pressure during heart contraction, typically the higher number in a blood pressure reading.

Phase II Korotkoff Sounds

Refers to the sounds heard through a stethoscope during the phase when the blood starts to flow again in the artery as the pressure in the cuff decreases, usually manifesting as a swooshing or whooshing sound.