Analyzing Gap 4 of SERVQUAL

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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
 

Using SERVQUAL

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.

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