Leonard has been commuting to New York City on the Long Island Railroad for 10 years. Every morning he takes the 7:00 a. m. train that is scheduled to arrive in New York at 8:15 a. m. from Huntington, a suburb of New York. Although Leonard would like the train to arrive in New York on time, he knows from his experience as a commuter that it is more likely the train will be 5 minutes late. Leonard's expectation that his train will be 5 minutes late reflects his level of service for the Long Island Railroad.

Adequate

Explanation:

Leonard's expectation regarding the delay of the train would display his 'adequate' level of service satisfaction for his company Long Island Railroad as he has reached the gateway of his acceptable service i.e. ten years. The customers are more likely to be pleased and show acceptance towards his service as his performance has attained the ideal level of service. Thus, his service would be characterized as 'Adequate service level.'

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