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Doctors Medicines MCQs Q&A

  1. SERVQUAL compares perceptions to what customers would normally expect
  2. SERVQUAL is a 22-item scale
  3. SERVQUAL consists of four service quality dimensions
  4. SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services
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Answer: Option 4

SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services. Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ=P-E.

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