Satisfaction is a consumer's post-purchase evaluation of the overall service experience of:
A)processes
B)processes and physical evidence
C)processes and outcome
D)outcome and physical evidence
E)physical evidence

Question

Quizplus · Accepted Answer

Satisfaction is the evaluation of the overall service experience, which involves both the processes (how the service was delivered) and the outcome (the result of the service). Physical evidence refers to the tangible aspects of the service environment and may not be as significant in determining overall satisfaction as the processes and outcome. Therefore, the best choice is C, which includes both processes and outcome in the evaluation of satisfaction.

Satisfaction Is a Consumer's Post-Purchase Evaluation of the Overall Service