Q. Which of the following statements pertaining to the SERVQUAL scale is correct? (Solved)
1. SERVQUAL compares perceptions to what customers would normally expect
2. SERVQUAL is a 22-item scale
3. SERVQUAL consists of four service quality dimensions
4. SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services
- d. SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services