FedEx developed a 12-item statistical Service Quality Indicator to measure customer satisfaction and service quality.The index is comprised of customer-defined performance standards such as number of missed pick-ups,number of lost packages,and number of late deliveries.Each of the performance standards is weighted based on the relative importance of each standard to customers.By developing a Service Quality Indicator that incorporates customer-defined performance standards,FedEx is closing provider _____ of the gaps model of service quality.
A) Gap 1
B) Gap 2
C) Gap 3
D) Gap 4

Question

Quizplus · Accepted Answer

The development of a Service Quality Indicator that incorporates customer-defined performance standards addresses Gap 2 of the gaps model of service quality, which is the gap between management perceptions and customer expectations. By weighting the performance standards based on their relative importance to customers, FedEx is demonstrating their focus on meeting and exceeding customer expectations.

FedEx Developed a 12-Item Statistical Service Quality Indicator to Measure