A university administered the SERVQUAL survey to its customers as a way to assess its current position in the market. On the basis of 80 responses, the following averages were computed for the reliability construct. What is the difference for the reliability dimension?
A)-0.2
B)-0.025
C)0.025
D)0.2
E)not enough data to determine the answer

Question

A university administered the SERVQUAL survey to its customers as a way to assess its current position in the market. On the basis of 80 responses, the following averages were computed for the reliability construct.  What is the difference for the reliability dimension?
A)-0.2 
B)-0.025 
C)0.025 
D)0.2 
E)not enough data to determine the answer

Quizplus · Accepted Answer

The average score for reliability is 4.275 and the expected score is 4.3 (a perfect score). The difference between these two values is 4.3-4.275=0.025. Therefore, the answer is (B) -0.025.

A University Administered the SERVQUAL Survey to Its Customers as a Way