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:

General Ledger

A comprehensive record of all financial transactions over the life of a company, serving as the primary source of data for financial reporting.

Notes Receivable

A claim or promissory note that provides evidence of a debt due to the holder from a debtor with specified terms of repayment.

Allowance Method

An accounting technique used to account for uncollectible accounts receivable, estimating and recording bad debt expenses based on historical data.

Direct Write-off Method

An accounting practice where uncollectible accounts receivable are directly written off against income at the time they are deemed uncollectible.