Question

Dhruv went to a doctor's appointment because he had flu-like symtoms. His appointment was for 2:00 p.m. He arrived at 1:45 p.m. He sat in the waiting room for 45 minutes. He was taken to an examining room and waited another 40 minutes before he was examined by the doctor. Dhruvwas furious. This example shows that _______.

Answer 1

The question is incomplete and the full version can be found online.  

Answer:

c.

minimizing the amount of time customers wait is a key factor in service quality

Explanation:

The correct option is c. because most research on the subject has concluded that, mainly in Western society, customers that have to wait for service for too long of a time will most likely have a low satisfaction overall service quality, so minimizing the time customers wait is a key factor in service quality.

Option a. is incorrect because services should be adapted to different geographic regions based on their customers' characteristics, such as their response to waiting for service.

Option b is incorrect because even though shopper analytics can improve the wait time problem, they are not a key element for this example.

Option d. is wrong because, even if they receive the desired service, waiting is most likely not going to be considered acceptable to customers.