GAP Model versus SERVQUAL Model

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Bogale Ditebo
Student (University), Botswana

GAP Model versus SERVQUAL Model

Is there a difference between the SERVQUAL and Gap Model? Some literature seem to suggest they are one thing, others suggest the former is a product of the last.

  Jaap de Jonge
Editor, Netherlands

SERVQUAL Model is equal to the Gap Model

As far as I know, they are the same. The SERVQUAL model describes 5 gaps between an organization's service quality performance against customer service quality needs. See also the picture in our summary.

  Lenin Govea

SERVQUAL is the Questionnaire

Yeah, they're both part of the methodology to determine perceived service quality.
We can see the term 'SERVQUAL' being used for the questionnaire. In the GAP Model you use that questionnaire to calculate the gaps.
By the way, it's supposed that the most important gap is GAP 1: the misunderstanding of the customers needs. Other gaps can be caused by Gap 1.


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