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 that delivers high-quality services.
E) SERVQUAL consists of one in-depth and two sub-sections of questions.
Correct Answer:
Verified
Q9: The difference between what management perceives consumers
Q10: The _ gap is the difference between
Q11: _ is a short-term,transaction-specific measure.
A)Customer satisfaction
B)Focus group
Q12: When competing firms begin to overpromise in
Q13: All of the following are factors influencing
Q15: The firm's overemphasis on cost reduction and
Q16: Which of the following is NOT one
Q17: The difference between the quality standards set
Q18: Minimizing the amount of role conflict and
Q19: The firm's increased research orientation and enhanced
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