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Understanding Service Quality Gaps by MARITONI MEDALLA is a document available to read on EtoBox.
What is Understanding Service Quality Gaps about?
1. The document discusses service quality and provides an overview of key concepts including service quality gaps and the SERVQUAL model. 2. It describes the five service quality gaps: customer, knowledge, policy, delivery, and communication. The largest gap is between customer expectations and perceptions. 3. The SERVQUAL model is introduced as a way to measure service quality across five dimensions: reliability, assurance, tangibles, empathy, and responsiveness. Understanding these gaps and models can h
- Author
- MARITONI MEDALLA
- Language
- EN