Analyzing Gap 4 of SERVQUAL

      
			              Best Practices
			            
							              12

		            		Sanaz Najiyan
Student (MBA), Netherlands
			            
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
												
				                Respond to Sanaz Najiyan

													Gap 4 is the difference between service delivery and what is communicated externally - are promises made consistently fulfilled?
				              
										              1

						            	Sanaz Najiyan
Student (MBA), Netherlands
												
				                Using SERVQUAL

													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?
				                
										              1

						            	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.
				                
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