MULTIMEDIA AND QUALITY OF SERVICE
INTRODUCTION
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Detailed explanation-1: -The GAP Model of Service quality helps to identify the gaps between the perceived service and the expected service. Five Gaps occur in the Service Delivery Process Like The gap between Customer Expectation and Management Perception, Service Quality Specification and Management Perception and many more.
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 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-4: -Gap 1: The Knowledge Gap. The knowledge gap is the difference between what customers expect and what the company thinks they expect. Gap 2: The Policy Gap. Gap 3: The Delivery Gap. Gap 4: The Communication Gap. Gap 5: The Customer Gap. 25-Jan-2023