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:

Implementation

The process of putting a decision or plan into effect; execution of a plan or policy.

Advantages

The beneficial factors or positive attributes that contribute to the success or competitiveness of something.

Accounting Standards Board

An organization responsible for establishing and improving financial accounting and reporting standards to ensure clarity, consistency, and comparability of financial statements.

International Accounting Standards Board

An independent, private-sector body that develops and approves International Financial Reporting Standards (IFRSs).