SERVQUAL analysis ______.
A)uses defect rates in the production process to identify gaps between services customers expected to receive and what they actually receive
B)is a method for doing gap analysis
C)uses employee absenteeism rates to identify production defects
D)is a predictive model applied to how target markets can be serviced

Question

Quizplus · Accepted Answer

SERVQUAL analysis, also known as service quality analysis, is a method for doing gap analysis. It compares customers' expectations of service with their actual perceptions of service received, and identifies any gaps between the two. SERVQUAL analysis helps organizations understand their customers' needs and expectations, and identify areas for improvement in service delivery. Options A, C, and D are incorrect as they do not accurately describe SERVQUAL analysis.

SERVQUAL Analysis ______