GAP Model versus SERVQUAL Model

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SERVQUAL > Forum > GAP Model versus SERVQUAL Model

GAP Model versus SERVQUAL Model
Bogale Ditebo, Student (University), Botswana, Member
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.

SERVQUAL Model is equal to the Gap Model
Jaap de Jonge, Management Consultant, Netherlands
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.

SERVQUAL is the Questionnaire
Lenin Govea, Professor, Member
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