SERVQUAL

The willingness to help customers and to provide prompt service.

• quality time

• assurance

• tangibles

• responsiveness

Not knowing what customers expect.

• Energy Gap

• Knowledge Gap

• Standards Gap

• Perception Gap

When was the final, refined version of SERVQUAL was released?

• 1985

• 1980

• 1981

• 1988

Difference between what is delivered and what customers perceive they have received.

• communication gap

• standards gap

•  perception gap

• delivery gap

Which one is not an advantage of SERVQUAL Model?

• Complexity

• Flexible

• Customer-Centric Focus

• Actionable Insights