Using This GAPS Approach Five Different Dimensions of Service Quality

question 26

Multiple Choice

Using this GAPS approach five different dimensions of service quality have been established. These are:

• A) Reliability, Responsiveness, Assurance, Tangibles, Intangibility.
• B) Reliability, Responsiveness, Assurance, Empathy, Tangibles
• C) Reliability, Responsiveness, Empathy, Tangibles, Lack of ownership.
• D) Perishability, Reliability, Responsiveness, Empathy, Tangibles.

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Definitions:

Underemployed

Refers to individuals who are working less than they would like or in jobs that do not utilize their skills and educational background.

Ph.D.

A PhD, or Doctor of Philosophy, is a postgraduate degree conferred by universities.

Physics

The natural science that studies matter, its motion and behavior through space and time, and the related entities of energy and force.

Structural Unemployment

The loss of jobs stemming from changes in industrial setups, usually driven by innovations in technology, instead of shifts in market demand or supply.