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Servqual Model

Servqual Model

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Published by mav7788

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Categories:Business/Law
Published by: mav7788 on Jan 18, 2010
Copyright:Attribution Non-commercial

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08/01/2013

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The Basis of the Servqual Model 
The GapsThe Key Service DimensionsCauses & Solutions to Gaps
 
 
The Make-up of Servqual 
 GA  P S  P -  E  S C O  R   E S
A
DIMENSIONS
  W  E  I  G  H  T  I  N  G  S
 
 
What are the Servqual Gaps?
Gap 1: The difference between managementperceptions of what customers expect andwhat customers really do expect
Gap 2: The difference between managementperceptions and service quality specifications -the standards gap

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