Analyzing Gap 4 of SERVQUAL

SERVQUAL
Knowledge Center

 

Next Topic

SERVQUAL > Forum > Analyzing Gap 4 of SERVQUAL

Analyzing Gap 4 of SERVQUAL
Sanaz Najiyan, Student (MBA), Netherlands, Member
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.

    Log in

 
Respond to Sanaz Najiyan
Katie Chan, Management Consultant, United States, Member
Gap 4: the difference between service delivery and what is communicated externally - are promises made consistently fulfilled?
 

 
Using SERVQUAL
Sanaz Najiyan, Student (MBA), Netherlands, Member
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?
 

 
Gap 4
Wilma Batista Souza Cruz, Student (University), Brazil, Member
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.
 

         
Special Interest Group Leader
Dr. Paul Yap
Business Consultant

SERVQUAL
Summary
Forum
Best Practices


SERVQUAL
Knowledge Center

 

Next Topic



About 12manage | Advertising | Link to us / Cite us | Privacy | Suggestions | Terms of Service
2019 12manage - The Executive Fast Track. V15.2 - Last updated: 9-12-2019. All names of their owners.