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Sanaz Najiyan
Student (MBA), Netherlands
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Analyzing Gap 4 of SERVQUAL
How can I analyze gap 4 with the aid of a SERVQUAL questionnaire?
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Katie Chan
Management Consultant, United States
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Respond to Sanaz Najiyan
Gap 4: the difference between service delivery and what is communicated externally - are promises made consistently fulfilled?
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Sanaz Najiyan
Student (MBA), Netherlands
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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?
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Wilma Batista Souza Cruz
Student (University), Brazil
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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.
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