COMPUTER NETWORKING

MULTIMEDIA AND QUALITY OF SERVICE

INTRODUCTION

Please wait while the activity loads.
If this activity does not load, try refreshing your browser. Also, this page requires javascript. Please visit using a browser with javascript enabled.

If loading fails, click here to try again

Question [CLICK ON ANY CHOICE TO KNOW THE RIGHT ANSWER]

In Luk & Leyton’s extended Gap Model, what dimension was added to the original gap model to give Gap 6 and 7?

A	Customer needs
B	Employee perception
C	Customer perception
D	None of the above

Explanation:

Detailed explanation-1: -The Service Gap Model consists of five types of gaps, including the customer gap, knowledge gap, policy gap, delivery gap, and communication gap. The customer gap shows a discrepancy between customer expectations and their perception of the received service.

Detailed explanation-2: -The Extended Gap Model of Service Quality In their model, the authors conceptualised service quality as a five dimensional construct, to develop the popularly known SERVQUAL instrument. The five SERVQUAL dimensions are: Tangibles, Empathy, Assurance, Reliable, and Responsiveness.

Detailed explanation-3: -The gaps are: Gap 1-knowledge gap: the difference between customer expectations and what managers think they expect. Gap 2-policy gap: the difference between management’s understanding of the customer’s needs and how they translate that understanding into service delivery policies and standards for employees.

There is 1 question to complete.