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Which of the following statements pertaining to the SERVQUAL scale is correct? | |
A. | SERVQUAL compares perceptions to what customers would normally expect [Wrong Answer] |
B. | SERVQUAL is a 22-item scale [Wrong Answer] |
C. | SERVQUAL consists of four service quality dimensions [Wrong Answer] |
D. | SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services [Correct Answer] |