First National Bank of Chicago tracks 650 service quality measures relating to timely,accurate and responsive service.The measures include speed of telephone answering,number of abandoned calls,turnaround time on inquiries and the speed at which the bank transfers securities.The measures used by First Bank of Chicago are _____ measurements.
A) Hard
B) Basic
C) Formal
D) Tangible
E) Informal

Question

Quizplus · Accepted Answer

The measures used by First National Bank of Chicago are "hard" measurements because they are quantifiable and objective, focusing on specific, measurable aspects of service quality such as speed and accuracy.

First National Bank of Chicago Tracks 650 Service Quality Measures