Analyzing Gap 4 of SERVQUAL

SERVQUAL > Best Practices

Analyzing Gap 4 of SERVQUAL
Sanaz Najiyan, Student (MBA), Netherlands, Member
How can I analyze gap 4 with the aid of a SERVQUAL questionnaire?...Sign up

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?...Sign up

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:<...Sign up

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 wh...Sign up


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