Gap 5 in SERVQUAL model


 
SERVQUAL > Best Practices Log in

Gap 5 in SERVQUAL model
Paul MBA
It is relevant to note that the difference between the expected service by the customer and the perceived service by the customer (= gap 5) in the SERVQUAL model equals the sum of the gaps 1 + 2 + 3 + 4. As a result, gap 5 can only be influenced indirectly by management; by changing the gaps 1 to 4.
 

 
Gap 5 in SERVQUAL model
Kambagha Abdul
I agree with the comments from Paul, because if the management of a service organization treats their employees well in terms of pay, job satisfaction...Sign up
 

 
Extended SERVQUAL model
John G
Yes, the impact of the first 4 gaps also impact gap 5. The extended SERVQUAL model actually measures the impact of these interactions, however...Sign up
 

 















 


Special Interest Group Leader
Dr. Paul Yap
Business Consultant

SERVQUAL
Summary
Forum

Best Practices
Expert Tips

Resources



About 12manage | Advertising | Link to us / Cite us | Privacy | Suggestions | Terms of Service
2018 12manage - The Executive Fast Track. V14.1 - Last updated: 23-10-2018. All names of their owners.