Which of the following is an instrument to measure consumers' perceptions of service quality?
A) total quality management (TQM)
B) capacity management
C) credence management
D) SERVQUAL
E) servicescape

Question

Quizplus · Accepted Answer

SERVQUAL is a widely used instrument to measure the gap between customers' expectations and perceptions of service quality. It consists of a questionnaire that assesses five dimensions of service quality: reliability, responsiveness, assurance, empathy, and tangibles.

Which of the Following Is an Instrument to Measure Consumers