​All of the Following Statements Pertaining to the SERVQUAL Scale

question 29

Multiple Choice

​All of the following statements pertaining to the SERVQUAL scale are correct except:

• A)​when the gap score equals zero,the customer is satisfied.
• B)​the first section of questions asks respondents to record their experiences with excellent firms in the specific service industry.
• C)​SERVQUAL consists of five service quality dimensions.
• D)​SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services.
• E)​SERVQUAL is a 44-item scale.

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Definitions:

Ethnic Groups

Groups of people who share common ancestry, language, religion, customs, or combination of such characteristics.

Ethnic Enclave

is a geographic area with high ethnic concentration, characteristic cultural identity, and economic activity which differentiates it from the wider society.

Social Context

The environmental and cultural setting in which a certain behavior, event, or phenomenon occurs, influencing its interpretation.

Racial

Pertaining to the classification of humans into groups based on physical traits, ancestry, genetics, or social relations, often leading to unequal treatment or discrimination.