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After flying with United Airlines, passengers were asked to record their perceptions regarding their experience pertaining to each of the decisionmaking criteria The results are

After flying with United Airlines, passengers were asked to record their perceptions regarding their experience pertaining to each of the decisionmaking criteria The results are displayed in Table form below (expectation scores were obtained from the original multiattribute matrix Given this information, determine the size and direction of the service gap and whether customers were dissatisfied, satisfied, or delighted

 

DECISION-MAKING UNITED AIRLINES UNITED AIRLINES CRITERIA PERCEPTIONS EXPECTATIONS Price 8 8. Flight Schedule 8 9 Destination 10 10 Baggage Fees Leg Room In-Flight Entertainment Options 7 8 7 8. 8 7 Timeliness 9.

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