MANAGEMENT

Detailed explanation-1: -What business might consider customer experience often differs from customer expectations. This gap, more accurately termed the “perception gap, ” is the root of discontent as customers become disheartened or frustrated with the products or services they receive.

Detailed explanation-2: -They are: The gap between Customer Expectation and Management Perception. The gap between Service Quality Specification and Management Perception. The gap between Service Quality Specification and Service Delivery.

Detailed explanation-3: -The knowledge gap is the distinction between the customer’s expectations and the company’s perception of users’ needs. It occurs due to several reasons: lack of proper market research; insufficient communication between the company and the clients.

Detailed explanation-4: -Service quality is a focused evaluation that reflects the customers perception of reliability, assurance, responsiveness, empathy and tangibles. Satisfaction on the other hand is more inclusive: it is influenced by perception of service quality, product quality, and price as well.