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What is Understanding the Gaps Model of Service Quality about?
The Gaps Model of Service Quality is a framework that helps businesses analyze and improve service quality by identifying five key gaps between customer expectations and actual service delivery. These gaps include the Knowledge Gap, Policy Gap, Delivery Gap, Communication Gap, and Perception Gap, each highlighting areas for improvement. By addressing these gaps, organizations can enhance service performance, strengthen customer relationships, and increase satisfaction levels.
- Author
- tumain kenneth
- Language
- EN