How to deal with Change in Perceptions in SERVQUAL?

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Theresa, S-Africa

How to deal with Change in Perceptions in SERVQUAL?

Service quality perceptions and expectations may change over time. How can Servqual deal with the dynamics of changing customer expectations?


Melvin, South Africa

Change in perceptions

It is absolutely true that perceptions and expectations may change over time - and they should for the better - however the opposite is often true - in dealing with the dynamics look at what the gap analysis is saying - where does the opportunity for improvements reside in a specific gap or gaps - apply the PARETO principle - identify what the 20% is and how it is create 80% of the gap(s) - i'm busy piloting and developing SERVQUAL modified

Vaughn Ashford, South Africa


You need to understand the root causes of the changes over time, to understand how to react/proact - critical to generate positive outcomes to the changes. SERVQUAL is part of the requirements for succesful service profit chain implementation.


Dealing with Changing Customer Perceptions in SERVQUAL

Obviously you re-run a SERVQUAL questionnaire periodically and then compare the scores. This will g... Sign up


DIscussion Topics
Calculating the variations in expectations in SERVQUAL
Gap 5 in SERVQUAL model
The Standard SERVQUAL Questionaire
Extra SERVQUAL Dimensions
Using SERVQUAL for Employee Satisfaction
👀How to deal with Change in Perceptions in SERVQUAL?
Weighted and Unweighted Average SERVQUAL Scores?
Zone of Tolerance in Service Quality Expectations
Referencing 12manage
SERVQUAL Should Include Product Quality
Analyzing Gap 4 of SERVQUAL
How to Make Money from Value Added Services
Explanation of the SERVQUAL Gaps
Customer Service is an Opportunity to Differentiate your Business
Data Analysis Using SERVQUAL Model
How to analyze a Supply Chain Using SERVQUAL Model?
Definitions of Service Value
GAP Model versus SERVQUAL Model
How the SERVQUAL Model is Applicable in Health Care Organizations
Impact of Service Delivery on Strategy
🔥Customer Service Excellence ( CSE)
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