Which of the following statements pertaining to the SERVQUAL scale is incorrect?
A) The SERVQUAL dimensions were obtained through extensive focus groupinterviews
B) SERVQUAL is a 44-item scale
C) SERVQUAL consists of five service quality dimensions
D) SERVQUAL compares perceptions to what a customer should expect from afirm the delivers high-quality services.
E) The smaller the gap score for each of the service quality dimensions, the lowerthe level of service quality provided.

Question

Quizplus · Accepted Answer

The smaller the gap score for each of the service quality dimensions, the higher the level of service quality provided, not lower.

Which of the Following Statements Pertaining to the SERVQUAL Scale