Which of the following is NOT true about the SERVQUAL scale?
A) SERVQUAL is not used in connection with gap analysis.
B) The SERVQUAL scale is usually administered in a survey format.
C) Firms often track SERVQUAL scores over time to measure how their service quality has improved.
D) SERVQUAL measures five dimensions of service quality.
E) The SERVQUAL scale remains a popular tool for measuring customer perception of service quality.

Question

Quizplus · Accepted Answer

Gap analysis is specifically used in connection with the SERVQUAL scale to identify gaps between customer expectations and perceptions of actual service quality.

Which of the Following Is NOT True About the SERVQUAL