MULTIMEDIA AND QUALITY OF SERVICE
INTRODUCTION
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Question
[CLICK ON ANY CHOICE TO KNOW THE RIGHT ANSWER]
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The gap between customer perception and customer expectation, also called the Service Gap is
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Gap 7
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Gap 2
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Gap 3
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Gap 5
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Explanation:
Detailed explanation-1: -The customer gap is the difference between customer expectations and customer perceptions.
Detailed explanation-2: -Gap 5-customer gap: the difference between the customer’s expectations of the service or experience and their perception of the experience.
Detailed explanation-3: -5. Gap between expected service and experienced service. This gap addresses the difference between the level of service customers expect and the level they perceive. This can occur when the company’s claims are honest but misinterpreted by the customer.
Detailed explanation-4: -In the retail environment, the danger zone is the gap between customer service expectations and customer perceptions of service.
There is 1 question to complete.