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.
