Multiple choice general knowledge sports

The gap between what customers expect and what they receive when dealing with a firm is

  1. Related to the price they paid for something, not its quality.

  2. Always positive because the higher of the two values is counted first

  3. Impossible to measure because it's subjective, not objective.

  4. One measure of their satisfaction with a firm and its products
Reveal answer Fill a bubble to check yourself
D Correct answer
Explanation

The gap between customer expectations and actual experience is a fundamental measure of customer satisfaction. When expectations are met or exceeded, satisfaction is high; when there's a significant gap indicating disappointment, satisfaction is low. This concept is central to service quality management.

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