Which of the following is a major criticism of the SERVQUAL scale?
A)The questionnaire is too short to adequately assess the dimensions.
B)The five service quality dimensions do not hold up under statistical scrutiny.
C)The results do not predict consumer purchase intention.
D)The perceptions section is of no real value.
E)More emphasis should be placed on the expectations section.

Question

Quizplus · Accepted Answer

Some studies have found that the five service quality dimensions (reliability, assurance, tangibles, empathy, and responsiveness) may not be statistically significant or relevant for all service industries or contexts. Therefore, the scale may not be universally applicable.

Which of the Following Is a Major Criticism of the SERVQUAL