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The Gap Model of Service Quality

The Gap Model of Service Quality

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Published by sunil
YOu will get a little idea about all the GAp models
YOu will get a little idea about all the GAp models

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Categories:Types, School Work
Published by: sunil on Mar 26, 2010
Copyright:Attribution Non-commercial

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08/06/2013

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THE GAP MODEL OFSERVICE QUALITY 
 
Service Quality
Quality of the service is the degree of conformance of all the relevant featuresand characteristics of service to all theaspects of the consumers’ needs limited bythe price and delivery s/he will accept.
Quality can be viewed from two perspectives:
Internal quality
based on conformance tospecifications
External quality
based on customer-perceivedquality
 
Importance Of Quality ForService Marketers
Gain competitive advantage, maintainloyaltyIncrease value (may permit highermargins)Improve profits

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