In measuring service quality,the perception gap is the difference between what customers ______.
A)expect to receive from a service and what they actually receive
B)expect to pay for a service and what they actually pay
C)are paid for a service and what it cost the supplier to provide that service
D)receive from a service and what the government requirements stipulate they should receive

Question

Quizplus · Accepted Answer

The perception gap in measuring service quality is the difference between what customers expect to receive from a service and what they actually receive. This gap can be used to identify areas where improvements can be made and to enhance overall customer satisfaction.

In Measuring Service Quality,the Perception Gap Is the Difference Between