Podcast
Questions and Answers
What is the primary cause of the Management Perception Gap?
What is the primary cause of the Management Perception Gap?
Which service gap is a result of poor service design?
Which service gap is a result of poor service design?
What is the primary cause of the Performance Delivery Gap?
What is the primary cause of the Performance Delivery Gap?
What is the result of the Market Communications Gap?
What is the result of the Market Communications Gap?
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What is the primary cause of the Perceived Service Quality Gap?
What is the primary cause of the Perceived Service Quality Gap?
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What is the primary focus of the SERVQUAL model?
What is the primary focus of the SERVQUAL model?
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What is the Employee Perception Gap?
What is the Employee Perception Gap?
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What is the primary reason for Gap 1?
What is the primary reason for Gap 1?
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What is the result of Gap 5?
What is the result of Gap 5?
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What is the primary cause of Gap 3?
What is the primary cause of Gap 3?
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Which of the following is NOT a common cause of Gap 3?
Which of the following is NOT a common cause of Gap 3?
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What is the primary focus of addressing Gap 5?
What is the primary focus of addressing Gap 5?
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Which service gap is most closely related to the quality of service specified by management?
Which service gap is most closely related to the quality of service specified by management?
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What is the primary consequence of the Market Communications Gap?
What is the primary consequence of the Market Communications Gap?
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What is the primary cause of the Employee Perception Gap?
What is the primary cause of the Employee Perception Gap?
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Which service gap is most closely related to the understanding of customer expectations?
Which service gap is most closely related to the understanding of customer expectations?
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What is the primary objective of using the SERVQUAL model?
What is the primary objective of using the SERVQUAL model?
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What is the primary difference between Gap 1 and Gap 6?
What is the primary difference between Gap 1 and Gap 6?
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What is the primary consequence of not addressing the Quality Specification Gap?
What is the primary consequence of not addressing the Quality Specification Gap?
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Which service gap is most closely related to the actual delivery of services?
Which service gap is most closely related to the actual delivery of services?
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What is the primary purpose of the SERVQUAL model in organizations?
What is the primary purpose of the SERVQUAL model in organizations?
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Which service gap is a result of poor market research and lack of understanding of customer expectations?
Which service gap is a result of poor market research and lack of understanding of customer expectations?
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What is the primary reason for Gap 2: Quality Specification Gap?
What is the primary reason for Gap 2: Quality Specification Gap?
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Which of the following is a common cause of Gap 3: Performance Delivery Gap?
Which of the following is a common cause of Gap 3: Performance Delivery Gap?
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What is the primary consequence of Gap 4: Market Communications Gap?
What is the primary consequence of Gap 4: Market Communications Gap?
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Which service gap is most closely related to the customer's understanding of the service they received?
Which service gap is most closely related to the customer's understanding of the service they received?
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What is the primary focus of addressing Gap 5: Perceived Service Quality Gap?
What is the primary focus of addressing Gap 5: Perceived Service Quality Gap?
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What is the primary reason for Gap 6: Employee Perception Gap?
What is the primary reason for Gap 6: Employee Perception Gap?
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Which service gap is most closely related to the actual delivery of services?
Which service gap is most closely related to the actual delivery of services?
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What is the primary objective of using the SERVQUAL model in organizations?
What is the primary objective of using the SERVQUAL model in organizations?
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Study Notes
The SERVQUAL Model: Identifying Service Gaps
- The SERVQUAL model helps organizations measure, manage, and reduce service gaps, which are discrepancies between customer expectations and service delivery.
Gap 1: Management Perception Gap
- Occurs when management fails to understand customer expectations due to poor market research.
- Results in a lack of understanding of the market, leading to a gap between customer expectations and management perception.
Gap 2: Quality Specification Gap
- Occurs when management's perception of customer expectations does not align with the quality of service specified.
- Caused by poor service design, lack of service standards, and failure to update service provision.
Gap 3: Performance Delivery Gap
- Occurs when the actual service delivered falls short of the specified service quality.
- Exposes poor employee performance, which can be caused by:
- Lack of training
- Poor internal processes
- No guidelines
Gap 4: Market Communications Gap
- Occurs when the service delivered does not match the promises made to customers.
- Results in disappointed customers who may choose to go elsewhere.
Gap 5: Perceived Service Quality Gap
- Occurs when customer expectations do not align with their perceptions of the service experience.
- Caused by poor service quality, which can be a result of gaps 1 to 4.
- Can only be reduced by addressing the other gaps.
Gap 6: Employee Perception Gap
- Occurs when employees do not understand customer expectations.
- Results in a lack of understanding of customer expectations by front-line providers.
Gap 7: Management-Employee Perception Gap
- Occurs when management and employee perceptions of customer expectations do not align.
- Caused by a lack of communication between employees and management.
The SERVQUAL Model: Identifying Service Gaps
- The SERVQUAL model helps organizations measure, manage, and reduce service gaps, which are discrepancies between customer expectations and service delivery.
Gap 1: Management Perception Gap
- Occurs when management fails to understand customer expectations due to poor market research.
- Results in a lack of understanding of the market, leading to a gap between customer expectations and management perception.
Gap 2: Quality Specification Gap
- Occurs when management's perception of customer expectations does not align with the quality of service specified.
- Caused by poor service design, lack of service standards, and failure to update service provision.
Gap 3: Performance Delivery Gap
- Occurs when the actual service delivered falls short of the specified service quality.
- Exposes poor employee performance, which can be caused by:
- Lack of training
- Poor internal processes
- No guidelines
Gap 4: Market Communications Gap
- Occurs when the service delivered does not match the promises made to customers.
- Results in disappointed customers who may choose to go elsewhere.
Gap 5: Perceived Service Quality Gap
- Occurs when customer expectations do not align with their perceptions of the service experience.
- Caused by poor service quality, which can be a result of gaps 1 to 4.
- Can only be reduced by addressing the other gaps.
Gap 6: Employee Perception Gap
- Occurs when employees do not understand customer expectations.
- Results in a lack of understanding of customer expectations by front-line providers.
Gap 7: Management-Employee Perception Gap
- Occurs when management and employee perceptions of customer expectations do not align.
- Caused by a lack of communication between employees and management.
The SERVQUAL Model: Identifying Service Gaps
- The SERVQUAL model helps organizations measure, manage, and reduce service gaps, which are discrepancies between customer expectations and service delivery.
Gap 1: Management Perception Gap
- Occurs when management fails to understand customer expectations due to poor market research.
- Results in a lack of understanding of the market, leading to a gap between customer expectations and management perception.
Gap 2: Quality Specification Gap
- Occurs when management's perception of customer expectations does not align with the quality of service specified.
- Caused by poor service design, lack of service standards, and failure to update service provision.
Gap 3: Performance Delivery Gap
- Occurs when the actual service delivered falls short of the specified service quality.
- Exposes poor employee performance, which can be caused by:
- Lack of training
- Poor internal processes
- No guidelines
Gap 4: Market Communications Gap
- Occurs when the service delivered does not match the promises made to customers.
- Results in disappointed customers who may choose to go elsewhere.
Gap 5: Perceived Service Quality Gap
- Occurs when customer expectations do not align with their perceptions of the service experience.
- Caused by poor service quality, which can be a result of gaps 1 to 4.
- Can only be reduced by addressing the other gaps.
Gap 6: Employee Perception Gap
- Occurs when employees do not understand customer expectations.
- Results in a lack of understanding of customer expectations by front-line providers.
Gap 7: Management-Employee Perception Gap
- Occurs when management and employee perceptions of customer expectations do not align.
- Caused by a lack of communication between employees and management.
The SERVQUAL Model: Identifying Service Gaps
- The SERVQUAL model helps organizations measure, manage, and reduce service gaps, which are discrepancies between customer expectations and service delivery.
Gap 1: Management Perception Gap
- Occurs when management fails to understand customer expectations due to poor market research.
- Results in a lack of understanding of the market, leading to a gap between customer expectations and management perception.
Gap 2: Quality Specification Gap
- Occurs when management's perception of customer expectations does not align with the quality of service specified.
- Caused by poor service design, lack of service standards, and failure to update service provision.
Gap 3: Performance Delivery Gap
- Occurs when the actual service delivered falls short of the specified service quality.
- Exposes poor employee performance, which can be caused by:
- Lack of training
- Poor internal processes
- No guidelines
Gap 4: Market Communications Gap
- Occurs when the service delivered does not match the promises made to customers.
- Results in disappointed customers who may choose to go elsewhere.
Gap 5: Perceived Service Quality Gap
- Occurs when customer expectations do not align with their perceptions of the service experience.
- Caused by poor service quality, which can be a result of gaps 1 to 4.
- Can only be reduced by addressing the other gaps.
Gap 6: Employee Perception Gap
- Occurs when employees do not understand customer expectations.
- Results in a lack of understanding of customer expectations by front-line providers.
Gap 7: Management-Employee Perception Gap
- Occurs when management and employee perceptions of customer expectations do not align.
- Caused by a lack of communication between employees and management.
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Description
Learn about the 7 types of service gaps in the SERVQUAL model, including Management Perception Gap, Quality Specification Gap, and more. Understand the differences between customer expectations and management perceptions.
