Analyzing Gap 4 of SERVQUAL

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Sanaz Najiyan
Student (MBA), Netherlands

Analyzing Gap 4 of SERVQUAL

How can I analyze gap 4 with the aid of a SERVQUAL questionnaire?


Katie Chan
Management Consultant, United States

Respond to Sanaz Najiyan

Gap 4 is the difference between service delivery and what is communicated externally - are promises made consistently fulfilled?

Sanaz Najiyan
Student (MBA), Netherlands


Please elaborate on 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

Analyzing Gap 4

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.


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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