The Bank Management Decided Its Customers Would Not Mind If

The bank management decided its customers would not mind if it only opened the drive-thru window on Saturdays and did not require other bank employees to work on weekends.Customers who work during the week could not apply for a loan on Saturday because that was not a service available at the drive-thru window.SERVQUAL would show this is an example of a gap between ________.

A) customer expectations and management perceptions
B) management perception and quality standards set by the firm
C) established quality standards and service delivery
D) service quality standards and consumer expectations
E) expected service and perceived service