$\text{SERVQUAL}$ Is a Scale That Is Designed to Measure the Gap

question 24

Essay

$\text{SERVQUAL}$ is a scale that is designed to measure the gap between customer expectations or services and their perception of the service actually delivered. Describe the dimensions on which this scale is based.

---

Definitions:

Stocks

Shares in the ownership of a company, representing a claim on the company’s assets and earnings.

Minority Interest

An ownership stake in a company that is less than 50 percent, indicating that the investor does not have control over business operations.

Outstanding Stock

Shares of a company's stock that have been issued and are currently held by investors, including public shareholders and company insiders.

Parent

In financial terms, this refers to a parent company that owns enough voting stock in another company to control its operations and policies.