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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
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