Q228
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
AnswerAnswer: Option D
Solution
Answer: Option D
Solution:
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.