The Difference Between Customer Expectations and Customer Perceptions of What

question 5

Multiple Choice

The difference between customer expectations and customer perceptions of what was actually received during the service encounter is referred to as service quality ________.

• A)​Blips
• B)​Bloops
• C)​Breakeven point
• D)​Gaps

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Definitions:

Kruskal-Wallis Test

A nonparametric method for testing whether samples originate from the same distribution, used when the ANOVA assumptions are not met.

Independent Samples

Are samples where the selection of one sample has no impact on the selection of another, typically required in comparative studies.

Ordinal

Pertains to data classification where order matters but not the difference between values, such as rankings or ratings.

One-sample T-test

A statistical test used to determine if the mean of a single sample significantly differs from a known or hypothesized population mean.