First National Bank of Chicago Tracks 650 Service Quality Measures

Multiple Choice

First National Bank of Chicago tracks 650 service quality measures relating to timely,accurate,and responsive service.The measures include speed of telephone answering,number of abandoned calls,turnaround time on inquiries,and the speed at which the bank transfers securities.The measures used by First National Bank of Chicago are _____ measurements.

A) Hard
B) Basic
C) Formal
D) Tangible
E) Informal