Which of the following statements pertaining to the SERVQUAL scale is correct?
A. SERVQUAL compares perceptions to what customers would normally expect
B. SERVQUAL is a 22-item scale
C. SERVQUAL consists of four service quality dimensions
D. SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services
Answer: Option D
Solution(By Examveda Team)
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.This Question Belongs to Management >> Marketing
The four unique elements to services include:
A. Independence, intangibility, inventory, and inception
B. Independence, increase, inventory, and intangibility
C. Intangibility, inconsistency, inseparability, and inventory
D. Intangibility, independence, inseparability, and inventory
A. Learning
B. Role selection
C. Perception
D. Motivation
While buying milk which kind of behavior is displayed by a person?
A. Extensive problem solving behavior
B. Routinized buying behavior
C. Variety seeking behavior
D. None of the above
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