SERVQUAL is a survey used to measure customer perceptions and expectations of service quality along five key dimensions: reliability, responsiveness, empathy, assurance, and tangibles. The survey was developed in 1988 and consists of 22 statements of customer expectations and perceptions. Customers rate their level of agreement with statements related to each of the five dimensions on both the expectations and perceptions portions of the survey. The results are used to identify service quality gaps between customer expectations and perceptions.