The model that measures service quality across five dimensions—Tangibles, Reliability, Responsiveness, Assurance, and Empathy—is:
AService-Profit Chain
BGAP Model
CKano Model
DSERVQUAL Model
Explanation
* SERVQUAL (Parasuraman, Zeithaml, and Berry) measures service quality across 5 dimensions: Tangibles, Reliability, Responsiveness, Assurance, Empathy.
* It evaluates gaps between customer expectations and actual perceived service performance.
* Identifying gap causes helps management improve service operational standards.
Exam Relevance
- Topic: Services Marketing
- Subtopic: Service Quality Models
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