|
Sanaz Najiyan, Student (MBA), Netherlands
|
How can I analyze gap 4 with the aid of a SERVQUAL questionnaire? (...) Read more? Sign up for free
|
Please register now to read all responses and to join this discussion yourself. It's easy and 100% free.
Sign up for free 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.
|
|
