Question ( [10 marks: Select the correct answer for the following questions: 1) The two parts of the SERVQUAL survey are A) Customer expectations and customer perceptions B) Service quality and product quality C) Product integrity and customer service D) Services liability and manufacturing liability E) Service vision and high standards 2) A university administered the SERVQUAL survey to its customers as a way to assess its current position in the market. On the basis of 80 responses, the following averages were computed for the tangibles construct. Avg Item # 1 2 3 4 Perception 6.4 6.1 6.7 6,9 Avg. Expectation 6.1 6.0 5.2 6.5 What is the difference for the tangibles dimension? A) -1.50 B) -0.575 C) 1.50 D) 0.575 E) Not enough data to determine the answer 3) A is a flowchart that isolates potential fail points in a process. A) Services statement B) Services draft C) Services plan D) Services blueprint E) Services data table 4) Variation within the data in a subgroup can provide a yardstick for computing on the standard variation between subgroups. A) Process B) Variable C) Primary D) Stable E) Rational 5) The idea behind fail-safing is to ensure that A) Certain errors will never occur B) Customer expectations are met C) The highest risks are eliminated