Analyzing Gap 4 of SERVQUAL

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Analyzing Gap 4 of SERVQUAL
Sanaz Najiyan, Member
How can I analyze gap 4 with the aid of a SERVQUAL questionnaire?

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

Sanaz Najiyan, 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, 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.


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