In the SERVQUAL Model, Which Factor Indicates Whether the Employees

question 4

Multiple Choice

In the SERVQUAL model, which factor indicates whether the employees cultivate trust and confidence through their knowledge and courtesy?

• A) Responsibility
• B) Assurance
• C) Sympathy
• D) Tangibles
• E) Empathy

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Definitions:

Total Abnormal Return

The difference in stock or portfolio returns relative to a benchmark or expected return, often analyzed to assess the impact of events or news on stock performance.

Bonds

Debt securities issued by corporations or governments to raise funds, promising to pay back the face value on maturity along with periodic interest payments.

Treynor's Measure

A performance metric for determining how well a portfolio has performed in excess of a risk-free rate, adjusted for the portfolio's risk.

Residual Standard Deviation

A measure of the amount of variance in a dataset or predictive model not explained by the model itself.