Customer satisfaction can be quantitified by:
A)Perceived performance divided by actual performance
B)Actual performance divided by expected performance
C)Perceived performance divided by expected performance
D)Actual performance divided by perceived performance
E)Expected performance divided by actual performance

Question

Quizplus · Accepted Answer

Customer satisfaction is measured by comparing the perceived performance (as judged by the customer) with the customer's expectations. Therefore, the best choice is C, where perceived performance is divided by expected performance. The other options do not accurately capture the key elements of customer satisfaction measurement.

Customer Satisfaction Can Be Quantitified By