10 Questions
What is the purpose of conducting research, surveys, and interviews with students?
To understand student expectations and needs
What is a key step in improving service delivery according to the SERVQUAL model?
Recruiting and retaining student-customer-centred people
What is essential in converting research and feedback into information, insight, and action?
Making sure that feedback from frontline staff is communicated to decision makers
How can the second gap be closed according to the SERVQUAL model?
By revising service quality standards to reflect student expectations
What is one way to close Gap 4 and meet marketing promises?
Consistent service delivery to stated standards
How can staff contribute to the student-customer experience?
By receiving technical training for assigned tasks
How can decision making be brought closer to the customer?
Giving staff greater discretion in helping students reach their objectives
What is one way to manage student-customers' expectations?
Letting them know what is and is not possible and the reasons why
What is a way to educate customers about the reality of service delivery?
Getting the customer to communicate what they wanted through feedback
How can Gap 5 be addressed in relation to customer perceptions?
Getting the customer to communicate what they wanted through feedback
Test your knowledge of the SERVQUAL model and ways to close Gap 1. This quiz covers understanding customer expectations, conducting research, and improving service delivery.
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