GAP Model versus SERVQUAL Model

SERVQUAL
Knowledge Center

 

Next Topic

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. (...) Read more? Sign up for free
 

Please register now to read all responses and to join this discussion yourself. It's easy and 100% free.

Sign up for free     Log in


 
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
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.
 

         
Special Interest Group Leader

Interested? Sign up for free.


SERVQUAL
Summary
Forum
Best Practices


SERVQUAL
Knowledge Center

 

Next Topic



About 12manage | Advertising | Link to us / Cite us | Privacy | Suggestions | Terms of Service
2020 12manage - The Executive Fast Track. V15.4 - Last updated: 21-2-2020. All names of their owners.