Which of the Following Is NOT True About the SERVQUAL

question 38

Multiple Choice

Which of the following is NOT true about the SERVQUAL scale?

• A) SERVQUAL is not used in connection with gap analysis.
• B) The SERVQUAL scale is usually administered in a survey format.
• C) Firms often track SERVQUAL scores over time to measure how their service quality has improved.
• D) SERVQUAL measures five dimensions of service quality.
• E) The SERVQUAL scale remains a popular tool for measuring customer perception of service quality.

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Definitions:

Demand Functions

An equation that illustates the relationship between the price of a product and the quantity demanded by consumers.

Income Offer Curve

A graphical representation showing how changes in income affect the quantities of goods consumed, holding prices constant.

Prices

The monetary value necessary to acquire a good or service.

Income

Periodic earnings from professional activities or financial investments.