Q226
_________ is an attitude formed by a long-term, overall evaluation of a firm's performance.
A.
Customer satisfaction
B.
Negative disconfirmation
C.
Positive disconfirmation
D.
Service quality
AnswerAnswer: Option D
Solution
Answer: Option D
Solution:
Service quality is an attitude formed by a long-term, overall evaluation of a firm's performance. Service quality generally refers to a customer's comparison of service expectations as it relates to a company's performance.