Which of the Following Statements Pertaining to the SERVQUAL Scale

question 37

Multiple Choice

Which of the following statements pertaining to the SERVQUAL scale is correct?

• A)SERVQUAL compares perceptions to what customers would normally expect.
• B)SERVQUAL is a 22-item scale.
• C)SERVQUAL consists of four service quality dimensions.
• D)SERVQUAL compares perceptions to what a customer should expect from a firm that delivers high-quality services.
• E)SERVQUAL consists of one in-depth and two sub-sections of questions.

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Definitions:

No Arrival, No Sale

A contractual clause that voids a sale if the goods do not arrive at their destination, protecting buyers in international trade.

Shipment Contract

A shipment contract is an agreement where the seller is obligated to send goods to a designated location, but the risk of loss passes to the buyer once the seller gives the goods to a carrier.

Temperament

The inherent part of an individual's personality, including mood, disposition, and reactions, often evident from early infancy.

Intelligence

The ability to acquire knowledge, think abstractly, and solve problems effectively.