Multiple Choice
All of the following statements pertaining to the SERVQUAL scale are correct except:
A) when the gap score equals zero,the customer is satisfied.
B) the first section of questions asks respondents to record their experiences with excellent firms in the specific service industry.
C) SERVQUAL consists of five service quality dimensions.
D) SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services.
E) SERVQUAL is a 44-item scale.
Correct Answer:
Verified
Correct Answer:
Verified
Q24: When competing firms begin to overpromise in
Q25: Provide a brief description for each of
Q26: Employees of excellent companies will be neat
Q27: Which of the following is NOT a
Q28: Which of the following is NOT a
Q30: The SERVQUAL dimension that is typically noted
Q31: The firm's increased research orientation and enhanced
Q32: _ is a short-term,transaction-specific measure.<br>A)Customer satisfaction<br>B)Focus group
Q33: Which of the following is a major
Q34: Management's inability to translate what consumers want