Professional Documents
Culture Documents
● The Gaps
● The Key Service
Dimensions
● Causes & Solutions to
Gaps
I Raghavender
The Make-up of Servqual
APS
G
RES
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SC
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STI P- E
O NNA
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S
DIMENSIONS
GS
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G H
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W
What are the Servqual Gaps?
CUSTOMER
Word-of-mouth
Personal Needs Past experience
Communications
Expected Service
Gap 5
Perceived Service