Gaps from the conceptual model of service quality

Gaps from the conceptual model of service quality

The GAP model is a tool of measurement on quality services expectations between the service process and perception of service quality. The primary characteristic of the GAP model is it outlines the value of quality oversight and directly connects to the attributes towards understanding and expectations. The GAP model was invented around 1985-1994 by Parasuraman, Zeithaml, and Berry. The SERVQUAL model consists of five determinants: they also developed perceptibility, reliability, responsibility, safety, and empathy. Although the SERVQUAL model spread fast in its application, it was also the most criticized mo

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