The SERVQUAL tool for assessing services quality was developed by ________.
A) Hammer and Champy
B) Juran, Deming, and Shewhart
C) Ishikawa and Taguchi
D) Feigenbaum, Crosby, and Peters
E) Parasuraman, Zeithamel, and Berry

Question

Quizplus · Accepted Answer

The SERVQUAL tool was developed by Parasuraman, Zeithamel, and Berry to measure service quality by assessing the gap between customer expectations and experiences.

The SERVQUAL Tool for Assessing Services Quality Was Developed by ________