Chapter 5: The gaps model of service quality (SERVQUAL)

Question 1

Customer Gap

Answer 1

(gap 5) The customer gap is the difference between customer expectations and perceptions.

Question 2

Gaps Model

Answer 2

Viewing services in a structured, integrated way called the gaps model of service quality. (SERVQUAL)

Question 3

Gap 1

Answer 3

Not knowing what customers expect

Customer expectations <-> Company perceptions of customer expectations

Question 4

Gap 2

Answer 4

Not selecting the right service quality designs and standards

Customer-driven service designs and standards <-> Company perceptions of customer expectations

Question 5

Gap 3

Answer 5

Not delivering to service designs and standards

Service delivery <-> Customer-driven service designs and standards

Question 6

Gap 4

Answer 6

Not matching performance to promises.

Service delivery <-> External communications to consumers