Which One of the Following Is the Main Difference Between

question 62

Multiple Choice

Which one of the following is the main difference between service quality and customer satisfaction?

• A)Perceived service quality is experience dependent and customer satisfaction is not
• B)Customer satisfaction is an overall evaluated measure and perceived service quality is not
• C)Perceived quality is service-specific whereas customer satisfaction is organisation-specific
• D)Customer satisfaction has to be experience dependent whereas perceived service quality does not
• E)Perceived service quality is an overall evaluative measure and customer satisfaction is not

---

Definitions:

Internal Failure Costs

Expenses incurred due to defects before products or services are delivered to customers, including costs related to wastage, rework, and inspection.

Scrap

Material that is discarded or waste from manufacturing processes, often capable of being recycled.

Downtime

The period during which an operation, system, or machine is not functional or productive.

Just-In-Time (JIT)

Continuous and forced problem solving via a focus on throughput and reduced inventory.