SERVQUAL is
A)a measure of a customer contact person's qualifications.
B)the first test to measure customer contact person's knowledge regarding customer interactions.
C)a 22-item instrument for assessing customer perceptions of the quality of service they receive from an organization.
D)GE's approach to determining bonuses for its sales agents.
E)the investment industries first attempt to rate companies based on the quality of their service.

Question

Quizplus · Accepted Answer

SERVQUAL is a questionnaire consisting of 22 items used as a standardized measure of customers' perceptions of service quality by measuring the five dimensions of service quality: reliability, responsiveness, assurance, empathy, and tangibility. It is widely used in the service industry to identify gaps between customers' expectations and their actual experiences, and to determine where improvements in service quality are needed.

SERVQUAL Is