SERVQUAL system explains the notion that quality is associated with a gap between expectations and perceptions.

Question

Quizplus · Accepted Answer

The SERVQUAL system is based on the idea that there is a gap between what customers expect and what they perceive in terms of service quality. This gap is the difference between the customers' expectations and their actual experiences, and it is the basis for assessing and improving service quality. Therefore, the statement is true.

SERVQUAL System Explains the Notion That Quality Is Associated with a Gap