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
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.
