COMPUTER NETWORKING

Detailed explanation-1: -The Servqual model (also called the gap model) was developed by American authors A. Parasuraman, Valarie A. Zeithaml and Len Berry. In general, the SERVQUAL model identifies the principal dimensions of service quality.

Detailed explanation-2: -What is the SERVQUAL Model of Service Quality? The Service Quality Model or SERVQUAL Model of Service Quality was developed and implemented by the American marketing gurus Valarie Zeithaml, A. Parasuraman and Leonard Berry in 1988. It is a method to capture and measure the service quality experienced by customers.

Detailed explanation-3: -The model shows the five major satisfaction gaps that organizations must address when seeking to meet customer expectations. The model was first proposed by A. Parasuraman, Valarie Zeithaml, and Leonard L. Berry in 1985.

Detailed explanation-4: -Parasuraman et al. (1988) have defined service quality as the ability of the organization to meet or exceed customer expectations. It is the difference between customer expectations of service and perceived service (Zeithaml et al., 1990).