THE SERVQUAL GAPS
Completion requirements
The ServQual Gaps possibly implied in the customer dissatisfaction are the following:
GAP 1 - MISPERCEPTION OF CUSTOMER NEEDS (THE KNOWLEDGE GAP)
GAP 2 - INAPPROPRIATE OR NO QUALITY STANDARDS (THE SPECIFICATION or POLICY GAP)
GAP 3 - SUBSTANDARD SERVICE DELIVERY (THE DELIVERY GAP)
GAP 4 - DISCREPANCY BETWEEN WHAT CLIENTS ARE PROMISED AND WHAT IS PROVIDED (THE COMMUNICATION GAP)
Please, identify the gaps which could derive from the situations here described:
Grading method: Average grade
Grade to pass: 12.00 out of 20.00