SERVQUAL is __________.
A) An instrument to measure employees in a service environment
B) A questionnaire that can be used to track packages as they cross the United States and the world
C) A questionnaire that compares the importance and performance of a firm in service quality
D) An instrument to measure the deviations of quality from the norm on a scale from 1 to 10
E) None of the above

Question

Quizplus · Accepted Answer

SERVQUAL is a questionnaire used to compare the importance and performance of a firm in service quality, specifically in terms of five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. It helps firms identify gaps between customers' expectations and perceptions of their service quality.

SERVQUAL Is __________