Which of the following statements is true of SERVQUAL
A) Quality is simply ensuring that goods and services consistently conform to specifications.
B) It is designed to apply to all service industries.
C) It uses 15 dimensions of service quality performance.
D) Empathy is the ability to provide what was promised, dependably and accurately.

Question

Quizplus · Accepted Answer

SERVQUAL is a service quality measurement tool designed to apply to all service industries. Option A is a definition of quality that is not specific to SERVQUAL. Option C is incorrect as SERVQUAL uses 5 dimensions of service quality performance - reliability, assurance, tangibles, empathy, and responsiveness. Option D is a definition for reliability, which is one of the dimensions of SERVQUAL, but not for empathy.

Which of the Following Statements Is True of SERVQUAL