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What is Gap Analysis in Service Quality about?

This document discusses gap analysis and the SERVQUAL model. It explains that gap analysis is used to identify differences between desired and actual performance levels. The SERVQUAL model measures five service quality dimensions - tangibles, reliability, responsiveness, assurance, and empathy. It uses customer perceptions and expectations ratings to calculate quality gaps for each dimension. The dimension with the largest negative gap shows the biggest need for improvement.

Author

Shanu Jain

Language

EN