Which of the following statements pertaining to the SERVQUAL scale is correct? Options: A . &nbspSERVQUAL compares perceptions to what customers would normally expect B . &nbspSERVQUAL is a 22-item scale C . &nbspSERVQUAL consists of four service quality dimensions D . &nbspSERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services

Which of the following statements pertaining to the SERVQUAL scale is correct?

Question

Which of the following statements pertaining to the SERVQUAL scale is correct?

Options:

A . SERVQUAL compares perceptions to what customers would normally expect

B . SERVQUAL is a 22-item scale

C . SERVQUAL consists of four service quality dimensions

D . SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services

Answer: Option D
SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services. Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ=P-E.

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