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SERVQUAL Model and Closing Gap 1 Quiz

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Questions and Answers

What is the purpose of conducting research, surveys, and interviews with students?

To understand student expectations and needs (correct)

To reduce the number of complaints from students

To promote new academic programs

To increase revenue for the institution

What is a key step in improving service delivery according to the SERVQUAL model?

Increasing the number of administrative tasks for staff

Recruiting and retaining student-customer-centred people (correct)

Reducing the number of feedback channels

Decreasing staff performance measurement

What is essential in converting research and feedback into information, insight, and action?

Ignoring complaints and feedback from students

Reducing the frequency of interviews with students

Making sure that feedback from frontline staff is communicated to decision makers (correct)

Increasing the number of research questions in surveys

How can the second gap be closed according to the SERVQUAL model?

By revising service quality standards to reflect student expectations Signup and view all the answers

What is one way to close Gap 4 and meet marketing promises?

Consistent service delivery to stated standards Signup and view all the answers

How can staff contribute to the student-customer experience?

By receiving technical training for assigned tasks Signup and view all the answers

How can decision making be brought closer to the customer?

Giving staff greater discretion in helping students reach their objectives Signup and view all the answers

What is one way to manage student-customers' expectations?

Letting them know what is and is not possible and the reasons why Signup and view all the answers

What is a way to educate customers about the reality of service delivery?

Getting the customer to communicate what they wanted through feedback Signup and view all the answers

How can Gap 5 be addressed in relation to customer perceptions?