SERVQUAL Measures the Way Customers Perceive the Quality of the Service

question 10

Multiple Choice

SERVQUAL measures the way customers perceive the quality of the service experiences in which five categories?

• A) reliability, sympathy, focus, help, and kindness
• B) reliability, responsiveness, assurance, empathy, and tangibles
• C) care, speed, focus, kindness, and compensation
• D) help, speed, feedback, focus, and care

---

Definitions:

Accepted Goods

Items that have been received and approved by a buyer, indicating satisfaction with their condition according to the terms of the purchase agreement.

Repudiated the Contract

A situation where one party refuses to fulfill their obligations under the contract, effectively renouncing or rejecting it.

Contract Obligations

Duties that are legally binding and arise from agreements made between parties to perform or refrain from performing certain acts.

Maximum Time Period

The top limit or longest duration that something can continue or be in effect, often specified by law or agreement.