All of the following statements pertaining to the SERVQUAL scale are correct except:
A)when the gap score equals zero,the customer is satisfied.
B)the first section of questions asks respondents to record their experiences with excellent firms in the specific service industry.
C)SERVQUAL consists of five service quality dimensions.
D)SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services.
E)SERVQUAL is a 44-item scale.

Question

​All of the following statements pertaining to the SERVQUAL scale are correct except:
A)​when the gap score equals zero,the customer is satisfied.
B)​the first section of questions asks respondents to record their experiences with excellent firms in the specific service industry.
C)​SERVQUAL consists of five service quality dimensions.
D)​SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services.
E)​SERVQUAL is a 44-item scale.

Quizplus · Accepted Answer

The first section of questions in the SERVQUAL scale asks respondents to record their experiences with their own service provider, not with excellent firms in the specific service industry.

​All of the Following Statements Pertaining to the SERVQUAL Scale

All of the Following Statements Pertaining to the SERVQUAL Scale