Analyzing Gap 4 of SERVQUAL

Knowledge Center

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?

  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


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.

Start a new forum topic


Alternative Models to the SERVQUAL model?
SERVQUAL for Product Quality
Service Quality in Insurance
SERVQUAL in Business to Business (B2B)
Profitable Value Added Services
SERVQUAL in Production of Software
How to analyze a Supply Chain Using SERVQUAL Model?
Explanation of the SERVQUAL Gaps
Impact of Service Delivery on Strategy
Zone of Tolerance in Service Quality Expectations
Thesis on Challenges of Customer Service in Hotel Enterprises
Definitions of Service Value
🔥Limiting SERVQUAL Dimensions
Lodging Quality Index (Getty)
GAP Model versus SERVQUAL Model
How the SERVQUAL Model is Applicable in Health Care Organizations
Is the SERVQUAL Model Free to Use? License?
SERVQUAL for Evaluating Customer Perception on ELearning Systems
SERVQUAL Questionnaire for Logistics Company (Forwarding)
Customer Service is an Opportunity to Differentiate your Business
Data Analysis Using SERVQUAL Model
SERVQUAL in Public Services
Best Practices
Calculating the variations in expectations in SERVQUAL
Validity test of servqual
Gap 5 in SERVQUAL model
SERVQUAL Data Analysis with Excel
Standard SERVQUAL Questionaire
Analysing SERVQUAL with SPSS
Extra Servqual Dimensions
How to deal with Change in Perceptions in SERVQUAL?
Using SERVQUAL for Employee Satisfaction
Referencing 12manage
Weighted and Unweighted Average SERVQUAL Scores?
SERVQUAL in Software Services
Analyzing Gap 4 of SERVQUAL
SERVQUAL Method at Airlines
Designing a SERVQUAL Questionaire
Special Interest Group

Are you interested in SERVQUAL? Sign up for free

Notify your students

Copy this into your study materials:

and add a hyperlink to:

Link to this discussion

Copy this HTML code to your web site:

Knowledge Center

About 12manage | Advertising | Link to us / Cite us | Privacy | Suggestions | Terms of Service
2021 12manage - The Executive Fast Track. V15.8 - Last updated: 20-4-2021. All names of their owners.