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

question 52

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:

Manipulate

To control or influence something or someone in a deceitful or unethical way.

Influence

The capacity to have an effect on the character, development, or behavior of someone or something, or the effect itself.

Venture Capital

Financing provided to new business ventures by professional, outside investors—that is, venture capitalists, usually groups of wealthy investors and securities firms.

Securities

Generally, stocks, bonds, or other items that represent an ownership interest in a corporation or a promise of repayment of debt by a corporation.