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:

Self-serving Bias

A cognitive bias that leads individuals to attribute their successes to internal factors and their failures to external factors.

Positive Self-image

An individual's perception of themselves in a favorable or uplifting manner, contributing to confidence and self-esteem.

Self-enhancement

A type of motivational process or psychological mechanism whereby individuals perceive or present themselves in a favorable light.

Uncontrollable Factors

Elements or circumstances that cannot be predicted, modified, or managed by individuals or organizations.