________ measures the gaps between customers' expectations of services and their perceptions of the actual service delivered.
A) Reference price
B) The SERVQUAL scale
C) The Service Index
D) Brand image
E) The Tangibility Index

Question

Quizplus · Accepted Answer

The SERVQUAL scale is specifically designed to measure the gap between customers' expectations of a service and their perceptions of the service actually delivered. It assesses five dimensions of service quality: reliability, assurance, tangibles, empathy, and responsiveness.

________ Measures the Gaps Between Customers' Expectations of Services and Their