Which of the Following Is a Major Criticism of the SERVQUAL

question 33

Multiple Choice

Which of the following is a major criticism of the SERVQUAL scale?

• A)The questionnaire is too short to adequately assess the dimensions.
• B)The five service quality dimensions do not hold up under statistical scrutiny.
• C)The results do not predict consumer purchase intention.
• D)The perceptions section is of no real value.
• E)More emphasis should be placed on the expectations section.

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Definitions:

Safety Engineering

A field of engineering focused on designing systems, processes, and environments that prevent accidents and minimize the risk of harm to people and property.

Potential Health Hazards

Any existing conditions that can potentially cause injury or harm to health.

Operating Unit

A component of an organization that focuses on specific operational tasks, often functioning with a degree of independence.

Employee Training

The process of teaching employees the skills and knowledge necessary for their current jobs and for their future professional development.