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.

---

Definitions:

Psychological Essentialism

is the belief that certain categories, especially biological ones like gender or species, have an underlying essence that makes them what they are.

Natural-Kind Concepts

Categories of objects and phenomena that occur naturally in the world, such as animals, plants, and minerals, which people universally recognize and understand.

Family Resemblance Structures

The concept that members of a category may share overlapping features without having one single characteristic that is common to all.

Necessary and Sufficient Features

Criteria or conditions that must be present for a classification or definition to apply, and alone are enough to ensure the application of that classification or definition.