This approach to service quality measurement is based on the difference between what is expected from a service and what is delivered, as perceived by the customer. SERVPERF is the standard measurement technique.This is called:_______________.

Question

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The disconfirmation approach to service quality measurement focuses on the gap between customer expectations and actual service performance as perceived by the customer. SERVPERF, which measures service performance directly, is based on this concept of comparing expected service with perceived service delivery.

This Approach to Service Quality Measurement Is Based on the Difference