SERVQUAL’s reliability dimension measures the ability to perform the promised service ______.
With empathy
Visually appealingly
Dependably and accurately
Cheerfully
The gap between customer expectations and management’s perception of those expectations is Gap ______.
3
4
1
2
Gap 3 (service delivery gap) occurs when service performance does not meet ______.
Technical standards
Advertising promises
Service design specifications
Customer expectations
Which of the following is NOT one of SERVQUAL’s five dimensions?
Security
Assurance
Tangibility
Responsiveness
The communication gap (Gap 4) arises from ______.
Untrained customers
Poor physical evidence
Over‑promising in external communications
Employee turnover
Empathy in SERVQUAL focuses on providing ______.
Quick problem resolution
Caring, individualized attention
Attractive décor
Error‑free records
The perceived service quality shortfall experienced by the customer is Gap ______.
5
1
2
3
Reducing the knowledge gap often requires ______.
Supply chain integration
Better market research
Higher pricing
Extra advertising budget
Assurance is primarily delivered through employees’ knowledge and their ability to convey ______.
Luxury
Speed
Trust and confidence
Visual appeal
The standards gap (Gap 2) reflects a mismatch between management perception and ______.
Customer perceptions
Frontline staffing
Physical environment
Service quality specifications
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Grasping Service Quality Gaps Interview Questions helps you identify where delivery falls short of expectations. Start with our marketing principles & concepts interview questions to review essential service models. Next, challenge yourself with the value proposition fit test interview MCQs, explore price sensitivity using the pricing elasticity basics interview questions, and bring ideas to life with the experiential marketing interview resources. Working through these interview questions will give you the confidence to discuss solutions for quality gaps effectively.
