The SERVQUAL scale was designed to measure the gap between customers' expectations of service and their perceptions of the actual service delivered, along all of the following dimensions of service quality except:
A) reliability.
B) assurance.
C) responsiveness
D) value.

Question

Quizplus · Accepted Answer

The dimensions of service quality measured by the SERVQUAL scale are reliability, assurance, responsiveness, empathy, and tangibles. Value is not one of the dimensions measured by this scale.

The SERVQUAL Scale Was Designed to Measure the Gap Between