When Customers Feel Uncertain About Their Ability to Evaluate Services

question 42

Multiple Choice

When customers feel uncertain about their ability to evaluate services with high levels of credence qualities such as banking and insurance,the ________ dimension of service quality is likely to be particularly important.

• A) Reliability
• B) Responsiveness
• C) Assurance
• D) Empathy
• E) Tangibles

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Definitions:

Cohen's Kappa

Cohen's Kappa is a statistical measure used to assess the reliability of inter-rater agreement for qualitative (categorical) items, correcting for the chance of agreement.

Item-total Correlation

The relationship between individual item scores and the overall score across all items in a test or questionnaire.

Split-half Reliability

An evaluation of reliability involving splitting a test into two sections and comparing scores from each section to check how consistent the test is.

Cohen's Kappa

A statistical coefficient that measures inter-rater agreement for qualitative (categorical) items.