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Gap Analysis Theory
Gap Analysis Theory
Gap Analysis Theory
Table of Contents
Definition of Gap Analysis
Service Gap Analysis
SERVQUAL
Gaps Model Dimension Model
SERVQUAL
A gap analysis research instrument
created by Parasuraman, Zeithamel, and Berry Introduced in 1988
SERVQUAL Model
Service Delivery
Service Delivery
Expected Service
Perceived Service
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Gaps Model
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Gaps Model
There are 22 items which can be rated
i.e. modern looking equipment, prompt service, understanding of needs, etc.
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Gaps Model
Perceptions and Expectations are given a rating for certain dimensions
Ratings scale
1 (Strongly Disagree) to 7 (Strongly Agree)
Average expectation rating is then subtracted from the average perception rating
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Gaps Model
High negative rating High positive rating Training needed in certain dimension Dimension is OK, no training needed
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Empathy has the lowest rating therefore it is the dimension where training should be emphasized the most. A focus should also be placed on Responsiveness because of its 17 negative rating.
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Plans
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