Question: FedEx developed a 1 2 - item statistical Service Quality Indicator to measure customer satisfaction and service quality. The index is comprised of customer -

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.

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