Q.

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

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