Which of the following is a way of measuring service quality that captures consumers' disconfirmation of service expectations?
A) PAD
B) SERVQUAL
C) ATO measures
D) AIO statements

Question

Quizplus · Accepted Answer

SERVQUAL is a way of measuring service quality that captures consumers' disconfirmation of service expectations. It compares customers' expectations of service with their perceptions of actual service received, making it a valuable tool in understanding customer satisfaction and areas for improvement. PAD, ATO measures, and AIO statements are not specifically designed to measure service quality in the same way as SERVQUAL.

Which of the Following Is a Way of Measuring Service