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Analyzing Gap 4 of SERVQUAL
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SERVQUAL
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Sanaz Najiyan
12
Sanaz Najiyan
Student (MBA), Netherlands

Analyzing Gap 4 of SERVQUAL

How can I analyze gap 4 with the aid of a SERVQUAL questionnaire?

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Rating
  Katie Chan
1
Katie Chan
Management Consultant, United States
 

Respond to Sanaz Najiyan

Gap 4 is the difference between service delivery and what is communicated externally - are promises made consistently fulfilled?

  Sanaz Najiyan
1
Sanaz Najiyan
Student (MBA), Netherlands
 

Using SERVQUAL

Please elaborate on how can I design the questionnaire to analyze gap 4?
Should I have 2 questionnaires:
1. for internal / employee use who deliver the service, and
2. for the customers?

  Wilma Batista Souza Cruz
1
Wilma Batista Souza Cruz, Brazil
 

Analyzing Gap 4

I just used a questionnaire with 39 attributes. I had attributes which evaluated the level of users satisfaction, and attributes which evaluated what employees delivered.

 

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More on SERVQUAL
Summary Discussion Topics
topic Calculating the variations in expectations in SERVQUAL
topic Gap 5 in SERVQUAL model
topic The Standard SERVQUAL Questionaire
topic Extra SERVQUAL Dimensions
topic Using SERVQUAL for Employee Satisfaction
topic Weighted and Unweighted Average SERVQUAL Scores?
topic How to deal with Change in Perceptions in SERVQUAL?
topic Zone of Tolerance in Service Quality Expectations
topic Referencing 12manage
topic SERVQUAL Should Include Product Quality
👀Analyzing Gap 4 of SERVQUAL
topic How to Make Money from Value Added Services
topic Explanation of the SERVQUAL Gaps
topic Data Analysis Using SERVQUAL Model
topic Customer Service is an Opportunity to Differentiate your Business
topic How to analyze a Supply Chain Using SERVQUAL Model?
topic Definitions of Service Value
topic GAP Model versus SERVQUAL Model
🔥 Customer Service Excellence ( CSE)
topic How the SERVQUAL Model is Applicable in Health Care Organizations
topic Impact of Service Delivery on Strategy
Special Interest Group


More on SERVQUAL
Summary Discussion Topics
topic Calculating the variations in expectations in SERVQUAL
topic Gap 5 in SERVQUAL model
topic The Standard SERVQUAL Questionaire
topic Extra SERVQUAL Dimensions
topic Using SERVQUAL for Employee Satisfaction
topic Weighted and Unweighted Average SERVQUAL Scores?
topic How to deal with Change in Perceptions in SERVQUAL?
topic Zone of Tolerance in Service Quality Expectations
topic Referencing 12manage
topic SERVQUAL Should Include Product Quality
👀Analyzing Gap 4 of SERVQUAL
topic How to Make Money from Value Added Services
topic Explanation of the SERVQUAL Gaps
topic Data Analysis Using SERVQUAL Model
topic Customer Service is an Opportunity to Differentiate your Business
topic How to analyze a Supply Chain Using SERVQUAL Model?
topic Definitions of Service Value
topic GAP Model versus SERVQUAL Model
🔥 Customer Service Excellence ( CSE)
topic How the SERVQUAL Model is Applicable in Health Care Organizations
topic Impact of Service Delivery on Strategy
Special Interest Group
Knowledge Center

SERVQUAL


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