Professional Documents
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The Basis of The Servqual Model: The Gaps The Key Service Dimensions Causes & Solutions To Gaps
The Basis of The Servqual Model: The Gaps The Key Service Dimensions Causes & Solutions To Gaps
The Basis of The Servqual Model: The Gaps The Key Service Dimensions Causes & Solutions To Gaps
The Gaps
The Key Service Dimensions
Causes & Solutions to Gaps
The Make-up of Servqual
APS
G
E S
OR
SC
QUE
STI P-E
O NNA
IR ES
DIMENSIONS
NGS
TI
GH
EI
W
What are the Servqual Gaps?
CUSTOMER
Word-of-mouth
Personal Needs Past experience
Communications
Expected Service
Gap 5
Perceived Service