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THE SERVQUAL MODEL

Authored by Anna-Liza Tibayan

Hospitality and Catering

University

15 Questions

Used 2+ times

THE SERVQUAL MODEL
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1.

MULTIPLE CHOICE QUESTION

10 sec • 3 pts

Not meeting the (set) level of quality when providing service to guests

G1: KNOWLEDGE GAP

G2: STANDARDS GAP

G3: DELIVERY GAP

G4: INTERNAL COMMUNICATIONS GAP

2.

MULTIPLE CHOICE QUESTION

10 sec • 3 pts

There is a discrepancy between customer expectations and employees’ perceptions 

G4: INTERNAL COMMUNICATIONS GAP

G5: PERCEPTIONS GAP

G6: INTERPRETATION GAP

G7: SERVICE GAP

3.

MULTIPLE CHOICE QUESTION

10 sec • 3 pts

The company was not able to consistently match the actual service provided as to what they have promised to their customers

G1: KNOWLEDGE GAP

G2: STANDARDS GAP

G3: DELIVERY GAP

G4: INTERNAL COMMUNICATIONS GAP

4.

MULTIPLE CHOICE QUESTION

10 sec • 3 pts

The company does not know what the customers really expect

G1: KNOWLEDGE GAP

G2: STANDARDS GAP

G3: DELIVERY GAP

G4: INTERNAL COMMUNICATIONS GAP

5.

MULTIPLE CHOICE QUESTION

10 sec • 3 pts

There is a big difference between customer’s perception and expectation regarding the company's services

G4: INTERNAL COMMUNICATIONS GAP

G5: PERCEPTIONS GAP

G6: INTERPRETATION GAP

G7: SERVICE GAP

6.

MULTIPLE CHOICE QUESTION

10 sec • 3 pts

This gap exists when there is a discrepancy between employee’s perceptions and management perceptions regarding customer's expectations

G4: INTERNAL COMM. GAP

G5: PERCEPTIONS GAP

G6: INTERPRETATION GAP

G7: SERVICE GAP

7.

MULTIPLE CHOICE QUESTION

10 sec • 3 pts

This is also called as the service performance gap

G1: KNOWLEDGE GAP

G2: STANDARDS GAP

G3: DELIVERY GAP

G4: INTERNAL COMM. GAP

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