Business, 24.12.2019 20:31 abolton04

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 1b. gap 2c. gap 3d. gap 4

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Fedex developed a 12-item statistical service quality indicator to measure customer satisfaction and...

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