Question $1(1$ point$)$

Budget airlines are a new service in India. At first, customers nor the airlines knew

what to expect from each other. When there is a gap between what customers want

and what the airline thinks customers want, it is referred to as which of the

following?

a$)$ service paradigm

b$)$ service pyramid

c$)$ four dimensions of service quality

d$)$ gap model of service quality