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

question 40

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:

Recession

A significant decline in economic activity across the economy, lasting more than a few months, typically visible in real GDP, real income, employment, industrial production, and wholesale-retail sales.

Indirect Compensation

Benefits provided to employees that are not included in direct salary or wages, such as health insurance, retirement plans, and paid time off.

On-site Daycare/Eldercare

Facilities provided by employers or institutions at the workplace to care for employees' children or elderly dependents during working hours.

Childless/Parentless Employees

Workers who do not have children or living parents, which can influence their benefits needs or workplace accommodations.