Analyzing Gap 4 of SERVQUAL

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Best Practices Sign up Sanaz Najiyan Student (MBA), Netherlands Analyzing Gap 4 of SERVQUAL How can I analyze gap 4 with the aid of a SERVQUAL questionnaire? X Welcome to the SERVQUAL best practices. The topic of this particular best practice is: "Analyzing Gap 4 of SERVQUAL". Please register now to read all responses and to join this discussion yourself. Log in   Katie Chan Management Consultant, United States   Respond to Sanaz Najiyan Gap 4: the difference between service delivery and what is communicated externally - are promises made consistently fulfilled?   Sanaz Najiyan Student (MBA), Netherlands   Using SERVQUAL Dear Katie, could you elaborate on using SERVQUAL questionnaire? How can I design the questionnaire to analyze gap 4? Should I have 2 questionnaires: 1. for internal / employee use who deliver the service, and 2. for the customers?   Wilma Batista Souza Cruz Student (University), Brazil   Gap 4 Dear Katie, I just used a questionnaire with 39 attributes. I had attributes which evaluated the level of users satisfaction, and attributes which evaluated what employees delivered. Participate and leave a comment Share your opinion, knowledge and experience or ask a question (sign up for free first) Start a new forum topic

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