|
Sanaz Najiyan Student (MBA), Netherlands
|
Analyzing Gap 4 of SERVQUAL
How can I analyze gap 4 with the aid of a SERVQUAL questionnaire?
X
Welcome to the SERVQUAL best practices. The topic being discussed here is: "Analyzing Gap 4 of SERVQUAL".
Please sign up now to read all responses and to join this discussion yourself.
Log in
|
|
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?
|
|
|
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?
|
|
|
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.
|
|
|
|
|