Question

Although Brenda previously used the US Postal Service because it offered better prices on package shipping, she now uses only FedEx, because it gives her the facility of shipping from any FedEx location 24 hours a day.
(a) Which of the following factors led to Brenda's customer switching behavior?
O inconvenience
O pricing
O response to service failure
O ethical problems
O involuntary switching

Answer 1

Answer:

The correct answer is letter "A": inconvenience.

Explanation:

Customer inconvenience refers to the state in which the usefulness of the good or service does not meet the customers' needs. Under this scenario, clients prefer to look for a substitute that better matches their expectations. Companies must constantly gauge consumers' perceptions through different mediums such as surveys to identify improvement areas.