Which of the following is an instrument to measure consumers' perceptions of service quality?
A) total quality management (TQM)
B) capacity management
C) market fulfillment
D) SERVQUAL
E) servicescape

Question

Quizplus · Accepted Answer

SERVQUAL is an instrument designed to measure consumers' perceptions of the quality of service provided by a firm. It measures service quality across five dimensions: reliability, assurance, tangibles, empathy, and responsiveness.

Which of the Following Is an Instrument to Measure Consumers