GAP Model versus SERVQUAL Model




SERVQUAL
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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.
 

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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.

 
2
Lenin Govea
Professor
 

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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Summary
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Gap 5 in SERVQUAL model
The Standard SERVQUAL Questionaire
Extra SERVQUAL Dimensions
Using SERVQUAL for Employee Satisfaction
How to deal with Change in Perceptions in SERVQUAL?
Weighted and Unweighted Average SERVQUAL Scores?
Zone of Tolerance in Service Quality Expectations
Referencing 12manage
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Analyzing Gap 4 of SERVQUAL
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Explanation of the SERVQUAL Gaps
Customer Service is an Opportunity to Differentiate your Business
Data Analysis Using SERVQUAL Model
How to analyze a Supply Chain Using SERVQUAL Model?
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Impact of Service Delivery on Strategy
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