PSE&G,a utility company located in New Jersey,is conducting a service marketing research study to assess its service performance.It will measure the gaps between customer expectations and perceptions along the five dimensions of service quality.Which of the following types of research should PSE&G use?
A) Critical incident studies
B) Requirements research
C) SERVQUAL surveys
D) Trailer calls
E) Customer panels

Question

Quizplus · Accepted Answer

SERVQUAL surveys are designed to measure the gaps between customer expectations and perceptions along the five dimensions of service quality. This type of research would provide PSE&G with the information they need to assess their service performance. Critical incident studies, trailer calls, and customer panels are all useful methods for gathering customer feedback, but do not specifically address the five dimensions of service quality. Requirements research would not be appropriate for this study as it focuses on identifying customer needs and preferences, rather than measuring service performance.

PSE&G,a Utility Company Located in New Jersey,is Conducting a Service