The Service Quality Gaps Model identifies the primary components or dimensions o
ID: 373709 • Letter: T
Question
The Service Quality Gaps Model identifies the primary components or dimensions of service quality, proposes a measuring scale for service quality (SERVQUAL) and then suggests the possible reasons of the service quality issues.
As per this model, there are 5 dimensions to service quality:
The service quality model identifies 5 service quality gaps:
Service quality, SQ=P-E
Where, P is the consumer’s perceptions of the service delivery, and
E represents his/her expectations from the service delivery.
Here, gaps 1-4 have diagnostic value whereas gap 5 can be measured. Company has to work on reducing all these gaps to improve their service quality.
Explanation / Answer
xxx6. Describe the Service Quality model.