The Service Quality Gaps Model identifies the primary components or dimensions o

Question

The Service Quality Gaps Model identifies the primary components or dimensions of service quality, proposes a measuring scale for service quality (SERVQUAL) and then suggests the possible reasons of the service quality issues.

As per this model, there are 5 dimensions to service quality:

The service quality model identifies 5 service quality gaps:

Service quality, SQ=P-E

Where, P is the consumer’s perceptions of the service delivery, and

E represents his/her expectations from the service delivery.

Here, gaps 1-4 have diagnostic value whereas gap 5 can be measured. Company has to work on reducing all these gaps to improve their service quality.

Explanation / Answer

xxx6. Describe the Service Quality model.

Related Questions

Navigate

• Browse (All)
• Browse T
• Subjects

Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.