The SERVQUAL Scale Seeks to Describe Perceptions of Service Quality

question 14

Multiple Choice

The SERVQUAL scale seeks to describe perceptions of service quality with five dimensions.This scale is _____.

• A) unidimensional
• B) multidimensional
• C) balanced
• D) unbalanced
• E) valid

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Definitions:

Secondary Groups

These are groups characterized by more impersonal, less intimate interactions, often formed around tasks and specific objectives.

Nonverbal Communication

The process of conveying a message without the use of spoken words, through body language, facial expressions, and gestures.

Family Interactions

Refers to the dynamic exchanges and behavior patterns between members of a family unit, shaping individual and collective well-being.

Critical Nonverbal

The detailed analysis or interpretation of nonverbal cues in communication, recognizing their significance in social interactions.