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:

Telecommunications Act

Legislation that regulates the telecommunications industry, aiming to foster competition and reduce regulatory barriers.

Cross Ownership

The ownership of multiple types of media outlets, such as TV and radio stations, newspapers, and magazines, by a single person or corporation.

Concentration

The process by which the number of companies producing and distributing a particular commodity decreases, often through mergers and conglomeration.

Media Power

The influence that media has on public opinion and the shaping of culture, politics, and society.