10 Questions
How can we close Gap 1 in the SERVQUAL model?
Conducting research, including surveys and interviews with students, and analyzing feedback
What is one way to improve service standards according to the text?
Standardizing repetitive work tasks to ensure consistency and reliability
How can we improve service delivery according to the text?
Recruiting and retaining student-customer-centered people
What is one action to be taken to close Gap 2 in the SERVQUAL model?
Specify standards that more closely reflect student expectations
What is the purpose of educating staff about customer expectations, perceptions, potential problems, and service recovery?
To improve the student-customer experience
How can decision making be aligned with Gap 4: Meet Your Promises?
By giving staff more discretion in helping students reach their objectives
What is a key strategy mentioned for closing Gap 4: Meet Your Promises?
Making sure advertising content reflects important service characteristics
How can customer perceptions of service delivery be managed?
By getting customers to communicate what they want through feedback after their interaction
What is the purpose of sharing feedback from student-customers with decision-makers?
To influence decisions about service delivery
How can staff contribute to closing Gap 5: Perceptions?
By managing customer expectations and communicating what is and is not possible
This quiz discusses the SERVQUAL model and the concept of service gaps, focusing on how to reduce these gaps. It covers the strategies to close Gap 1 by understanding customer expectations, conducting research, and improving feedback mechanisms.
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