In the SERVQUAL Instrument for Measuring Service Quality, the Concept

question 63

Multiple Choice

In the SERVQUAL instrument for measuring service quality, the concept of assurance is associated with

• A)The ability to convey trust and confidence
• B)Caring and individualized attention
• C)Always providing consistent service
• D)Performing a service quickly and on time

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Definitions:

Financial Statement

A formal record of the financial activities and position of a business, person, or other entity, typically comprising the balance sheet, income statement, and cash flow statement.

Trend Indication

An analysis or estimate aimed at predicting the future direction of something, often based on past and present data.

Partial Balance Sheet

A financial statement that shows a portion of a company’s assets, liabilities, and equity at a specific point in time, rather than the complete picture.

Current Assets

Assets that are expected to be converted into cash within one year or within the operating cycle of the business, whichever is longer.