THE SERVQUAL MODEL
Authored by Anna-Liza Tibayan
Hospitality and Catering
University
Used 2+ times
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15 questions
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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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