Which of the following is a way of measuring service quality that captures consumers' disconfirmation of service expectations?
A) PAD
B) SERVQUAL
C) Servicescape
D) ATO measures
E) AIO statements

Question

Quizplus · Accepted Answer

SERVQUAL is a way of measuring service quality that captures consumers' disconfirmation of service expectations. It compares customers' expectations of a service with their actual experience of the service to identify gaps or discrepancies. PAD, Servicescape, ATO measures, and AIO statements are other measures of service quality, but they do not specifically capture disconfirmation of expectations.

Which of the Following Is a Way of Measuring Service