A. Customer satisfaction
B. Negative disconfirmation
C. Positive disconfirmation
D. Service quality
✅ The correct answer is option D.
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.
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.