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GAP Model versus SERVQUAL Model
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Bogale Ditebo
5
Bogale Ditebo, Botswana

GAP Model versus SERVQUAL Model

Is there a difference between the SERVQUAL and Gap Model? Some literature seem to suggest they are one thing, others suggest the former is a product of the last.

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  Jaap de Jonge
3
Jaap de Jonge
Editor, Netherlands
 

SERVQUAL Model is equal to the Gap Model

As far as I know, they are the same. The SERVQUAL model describes 5 gaps between an organization's service quality performance against customer service quality needs. See also the picture in our summary.

  Lenin Govea
2
Lenin Govea
Professor
 

SERVQUAL is the Questionnaire

Yeah, they're both part of the methodology to determine perceived service quality.
We can see the term 'SERVQUAL' being used for the questionnaire. In the GAP Model you use that questionnaire to calculate the gaps.
By the way, it's supposed that the most important gap is GAP 1: the misunderstanding of the customers needs. Other gaps can be caused by Gap 1.

 

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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
topic 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
👀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

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