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QUESTION 8 Global service companies such as American Express and PricewaterhouseCoopers (PWC) measure customer satisfaction often to maintain excellent service quality. Assume that you are

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QUESTION 8 Global service companies such as American Express and PricewaterhouseCoopers (PWC) measure customer satisfaction often to maintain excellent service quality. Assume that you are the new Marketing Manager of PricewaterhouseCoopers (PWC). You are interested in using the SERVQUAL scale to measure the service quality in your firm. State the FIVE (5) key dimensions of the SERVQUAL scale. (15 marks)

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