Explanation of the SERVQUAL Gaps

SERVQUAL
Knowledge Center

Forum

New Topic

rajesh das
Student (University), Bangladesh

Explanation of the SERVQUAL Gaps

Parasuraman et al., 1985, (p.41-50) developed a conceptual model of service quality where they identified five gaps that could impact the consumer’s evaluation of service quality in four different industries (retail banking, credit card, securities brokerage and product repair and maintenance). These gaps were:
Gap 1: Consumer expectation - management perception gap
Service firms may not always understand what features a service must have in order to meet consumer needs and what levels of performance on those features are needed to bring deliver high quality service. This results to affecting the way consumers evaluate service quality.
Gap 2: Management perception - service quality specification gap
This gap arises when the company identifies want the consumers want but the means to deliver to expectation does not exist. Some factors that affect this gap could be resource constraints, market conditions and management indifference. These could affect service quality perception of the consumer.
Gap 3: Service quality specifications – service delivery gap
Companies could have guidelines for performing service well and treating consumers correctly but these do not mean high service quality performance is assured. Employees play an important role in assuring good service quality perception and their performance cannot be standardised. This affects the delivery of service which has an impact on the way consumers perceive service quality.
Gap 4: Service delivery – external communications gap
External communications can affect not only consumer expectations of service but also consumer perceptions of the delivered service. Companies can neglect to inform consumers of special efforts to assure quality that are not visible to them and this could influence service quality perceptions by consumers.
Gap 5: Expected Service – perceived service gap
From their study, it showed that the key to ensuring good service quality is meeting or exceeding what consumers expect from the service and that judgement of high and low service quality depend on how consumers perceive the actual performance in the context of what they expected.

Start a new forum topic

 

More on SERVQUAL
Summary
Forum
Alternative Models to the SERVQUAL model?
SERVQUAL for Product Quality
Service Quality in Insurance
SERVQUAL in Business to Business (B2B)
Profitable Value Added Services
SERVQUAL in Production of Software
How to analyze a Supply Chain Using SERVQUAL Model?
Explanation of the SERVQUAL Gaps
Impact of Service Delivery on Strategy
Zone of Tolerance in Service Quality Expectations
Thesis on Challenges of Customer Service in Hotel Enterprises
Definitions of Service Value
🔥Limiting SERVQUAL Dimensions
Lodging Quality Index (Getty)
SERVQUAL in IS System
GAP Model versus SERVQUAL Model
How the SERVQUAL Model is Applicable in Health Care Organizations
Is the SERVQUAL Model Free to Use? License?
SERVQUAL for Evaluating Customer Perception on ELearning Systems
SERVQUAL Questionnaire for Logistics Company (Forwarding)
Customer Service is an Opportunity to Differentiate your Business
Data Analysis Using SERVQUAL Model
SERVQUAL in Public Services
Best Practices
Calculating the variations in expectations in SERVQUAL
Validity test of servqual
Gap 5 in SERVQUAL model
SERVQUAL Data Analysis with Excel
Standard SERVQUAL Questionaire
Analysing SERVQUAL with SPSS
Extra Servqual Dimensions
How to deal with Change in Perceptions in SERVQUAL?
Using SERVQUAL for Employee Satisfaction
Referencing 12manage
Weighted and Unweighted Average SERVQUAL Scores?
SERVQUAL in Software Services
Analyzing Gap 4 of SERVQUAL
SERVQUAL Method at Airlines
Designing a SERVQUAL Questionaire
Special Interest Group

Are you interested in SERVQUAL? Sign up for free

Notify your students

Copy this into your study materials:

and add a hyperlink to:

Link to this discussion

Copy this HTML code to your web site:

SERVQUAL
Knowledge Center



About 12manage | Advertising | Link to us / Cite us | Privacy | Suggestions | Terms of Service
© 2021 12manage - The Executive Fast Track. V15.8 - Last updated: 18-4-2021. All names ™ of their owners.