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    Service Marketing Assignment 1

    Uploaded by

    Mohammad Arsalan
    The document discusses the GAP model of service quality. [1] The GAP model identifies five gaps that may occur during service delivery including differences between customer expectations and management perceptions, management perceptions and service quality specifications, specifications and actual service delivery, delivery and external communications, and perceived and expected service. [2] Addressing these gaps can help organizations improve service quality, customer satisfaction, and loyalty. [3] The model provides a framework for analyzing factors contributing to high quality service and managing the service delivery process.

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    Service Marketing Assignment 1

    Uploaded by

    Mohammad Arsalan
    62 views3 pages
    The document discusses the GAP model of service quality. [1] The GAP model identifies five gaps that may occur during service delivery including differences between customer expectations and management perceptions, management perceptions and service quality specifications, specifications and actual service delivery, delivery and external communications, and perceived and expected service. [2] Addressing these gaps can help organizations improve service quality, customer satisfaction, and loyalty. [3] The model provides a framework for analyzing factors contributing to high quality service and managing the service delivery process.

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    The document discusses the GAP model of service quality. [1] The GAP model identifies five gaps that may occur during service delivery including differences between customer expectations and management perceptions, management perceptions and service quality specifications, specifications and actual service delivery, delivery and external communications, and perceived and expected service. [2] Addressing these gaps can help organizations improve service quality, customer satisfaction, and loyalty. [3] The model provides a framework for analyzing factors contributing to high quality service and managing the service delivery process.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    62 views3 pages

    Service Marketing Assignment 1

    Uploaded by

    Mohammad Arsalan
    The document discusses the GAP model of service quality. [1] The GAP model identifies five gaps that may occur during service delivery including differences between customer expectations and management perceptions, management perceptions and service quality specifications, specifications and actual service delivery, delivery and external communications, and perceived and expected service. [2] Addressing these gaps can help organizations improve service quality, customer satisfaction, and loyalty. [3] The model provides a framework for analyzing factors contributing to high quality service and managing the service delivery process.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
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    Assignment - 2

    Submitted By: Submitted To:

    Course: B.B.A

    Enrollment No:

    Group: B

    The GAP model of service quality is a framework that


    helps analyze and manage the various factors that
    contribute to the delivery of high-quality services. It
    identifies several gaps that may occur during the service
    delivery process and provides insights into how
    organizations can bridge these gaps to enhance
    customer satisfaction and loyalty.

    The model was developed by Parasuraman, Zeithaml,


    and Berry in the 1980s and has since been widely
    adopted in the field of service marketing and
    management. It highlights five key gaps that
    organizations should address:

    Gap 1: Customer Expectations vs. Management


    Perceptions:
    This gap refers to the difference between what
    customers expect from a service and how management
    perceives those expectations. To bridge this gap,
    organizations need to accurately understand and
    interpret customer expectations through market
    research, customer feedback, and communication
    channels.

    Gap 2: Management Perceptions vs. Service Quality


    Specifications:
    Gap 2 represents the difference between management's
    understanding of customer expectations and the actual
    service quality specifications developed. To close this
    gap, management should ensure that service quality
    standards, policies, and procedures are designed based
    on a clear understanding of customer expectations.

    Gap 3: Service Quality Specifications vs. Service


    Delivery:
    This gap arises when there is a disconnect between the
    service quality specifications and their actual delivery to
    customers. Organizations must ensure that their
    employees are trained and equipped to meet the
    defined service standards consistently.

    Gap 4: Service Delivery vs. External Communications:


    Gap 4 refers to the discrepancy between the service
    delivered to customers and the promises made through
    external communications, such as advertisements or
    marketing messages. It is crucial for organizations to
    align their communication efforts with the actual service
    experience to avoid creating false expectations.

    Gap 5: Perceived Service vs. Customer Expectations:


    This final gap represents the difference between
    customers' perception of the service they received and
    their initial expectations. Organizations should strive to
    meet or exceed customer expectations consistently to
    close this gap and achieve high levels of customer
    satisfaction.

    By understanding and addressing each of these gaps,


    organizations can improve service quality, enhance
    customer satisfaction, and build long-term customer
    relationships. The GAP model provides a systematic
    approach for identifying areas of improvement and
    implementing strategies to bridge the gaps along the
    service delivery process.

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