Among the best-known companies that use customer satisfaction surveys to evaluate service quality in various industries is: a) J. D. Power and Associates
b) McDonald’s
c) American Express
d) Alaska Airlines
e) None of the above"

a) J.D. Power and Associates

Explanation: As there is an undue emphasis on measuring objective output performance by companies and organizations, data is collected and analysed. This data helps measure customer satisfaction which is a major predictor of repurchase of products or services. However, customer satisfaction is to a greater extent, largely influenced by performance evaluations of product, of quality, and of value. J.D. Power and Associates, a marketing firm is well known among the best-known companies as one that uses customer satisfaction surveys to evaluate service quality in various industries. Through its automotive research, it collects consumer responses for a variety of surveys which it uses to award car models rankings.

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