GAP Model versus SERVQUAL Model

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Forum 5 Bogale Ditebo, 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. X Welcome to the SERVQUAL forum. The topic being discussed here is: "GAP Model versus SERVQUAL Model". Log in   Comments Sort by date Sort by rating Rating   3 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.   Leave a comment Share your knowledge or experience

More on SERVQUAL: Summary Discussion Topics Calculating the variations in expectations in SERVQUAL Gap 5 in SERVQUAL model The Standard SERVQUAL Questionaire Extra SERVQUAL Dimensions Using SERVQUAL for Employee Satisfaction Weighted and Unweighted Average SERVQUAL Scores? How to deal with Change in Perceptions in SERVQUAL? Zone of Tolerance in Service Quality Expectations Referencing 12manage SERVQUAL Should Include Product Quality Analyzing Gap 4 of SERVQUAL How to Make Money from Value Added Services Explanation of the SERVQUAL Gaps Data Analysis Using SERVQUAL Model Customer Service is an Opportunity to Differentiate your Business How to analyze a Supply Chain Using SERVQUAL Model? Definitions of Service Value 👀 GAP Model versus SERVQUAL Model 🔥 Customer Service Excellence ( CSE) How the SERVQUAL Model is Applicable in Health Care Organizations Impact of Service Delivery on Strategy Special Interest Group Do you know a lot about SERVQUAL? Become our SIG Leader

More on SERVQUAL: Summary Discussion Topics Calculating the variations in expectations in SERVQUAL Gap 5 in SERVQUAL model The Standard SERVQUAL Questionaire Extra SERVQUAL Dimensions Using SERVQUAL for Employee Satisfaction Weighted and Unweighted Average SERVQUAL Scores? How to deal with Change in Perceptions in SERVQUAL? Zone of Tolerance in Service Quality Expectations Referencing 12manage SERVQUAL Should Include Product Quality Analyzing Gap 4 of SERVQUAL How to Make Money from Value Added Services Explanation of the SERVQUAL Gaps Data Analysis Using SERVQUAL Model Customer Service is an Opportunity to Differentiate your Business How to analyze a Supply Chain Using SERVQUAL Model? Definitions of Service Value 👀 GAP Model versus SERVQUAL Model 🔥 Customer Service Excellence ( CSE) How the SERVQUAL Model is Applicable in Health Care Organizations Impact of Service Delivery on Strategy

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SERVQUAL Knowledge Center

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