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:

Design Dimensions

Fundamental aspects or characteristics that define and describe the structure, function, and scope of a design or system.

Centralization

The concentration of decision-making authority at upper levels of an organizational hierarchy.

Demand Instrument

A financial document or security that requires payment of the specified amount on demand by the holder, without specifying a particular time for repayment.

Bearer Instrument

A negotiable financial instrument that is not registered in anyone's name and can be transferred from one person to another by possession.