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Which of the following statements pertaining to the SERVQUAL scale is...

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Marketing
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Which of the following statements pertaining to the SERVQUAL scale is correct?

Answer & Solution
Correct Answer: Option D
SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services. Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ=P-E.
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