A tool for assessing the level of service quality based on the difference between users expectations and the service experience delivered is:

A. The service dashboard

B. The service quality gap model

C. The balanced scorecard

D. The information value model

Answer: Option B

Solution(By Examveda Team)

A tool for assessing the level of service quality based on the difference between users expectations and the service experience delivered is the service quality gap model. The Gap Model of Service Quality is a framework which can help us to understand customer satisfaction issues and how they arise.