A Hospital administered the SERVQUAL survey to its patients as an attempt to assess the healthcare services and to evaluate the customer satisfaction level. Which statement is True? Avg. Perception 6. Avg. Expectation 3. Tangibles Reliability Empathy Responsiveness Assurance 17 6. 6. 4. O There are gaps at the levels of tangibles and empathy O There are gaps at the level of tangibles and reliability Customers are highly satisfied as employees are empathetic Customers are not satisfied since employees are not responsive
A Hospital administered the SERVQUAL survey to its patients as an attempt to assess the healthcare services and to evaluate the customer satisfaction level. Which statement is True? Avg. Perception 6. Avg. Expectation 3. Tangibles Reliability Empathy Responsiveness Assurance 17 6. 6. 4. O There are gaps at the levels of tangibles and empathy O There are gaps at the level of tangibles and reliability Customers are highly satisfied as employees are empathetic Customers are not satisfied since employees are not responsive
Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
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