Which of the Following Is Used to Measure the Difference

question 41

Multiple Choice

Which of the following is used to measure the difference between a customer's expectations of service quality and what actually occurred?

• A) break-even analysis
• B) SERVQUAL
• C) the critical incident technique
• D) gap analysis
• E) SWOT analysis

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Definitions:

Grade Point Average

A numerical calculation representing the average value of the accumulated final grades earned in courses over time, used as a measure of academic achievement.

Variables

Variables are any characteristics, numbers, or quantities that can be measured or quantified, which change or vary across different situations.

Age

The length of time that a person or thing has existed.

Operational Definition

A statement of the procedures or ways in which a research concept is measured and turned into a variable.