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  9. Q186

ibps-so 2024 · Question 186 of 209

The regional head of a bank sets a "Service Standard" that every customer entering the branch must be greeted and served within 5 minutes. However, the branch manager points out that with only two counters and a daily footfall of 500, this standard is technically impossible to achieve. This mismatch between management perception and the actual service design is:

  1. ADelivery Gap
  2. BKnowledge Gap
  3. CPolicy/Standards GapCorrect
  4. DCommunication Gap
  5. EPerception Gap

Answer: C. Policy/Standards Gap

Official answer key verified. Detailed explanation coming soon.

Source: IBPS SO Marketing Officer Mains Memory Based 2024 - Adda247 · memory-based

← Q185View full paper (209 questions)Q187 →

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