Which of the following statements pertaining to the SERVQUAL scale is correct?
A. SERVQUAL compares perceptions to customer's expectations
B. SERVQUAL is a 22-item scale
C. SERVQUAL consists of four service quality dimensions
D. SERVQUAL compares perceptions to customer's expectation from a firm delivering high-quality services
Answer: Option D
This Question Belongs to Commerce >> Marketing Management
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