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
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