The bank management decided its customers would not mind if it only opened the drive-thru window on Saturdays and not require other bank employees to work on weekends.Customers who work during the week were disappointed that they could not apply for a loan on Saturday,as that was not a service available at the drive-thru window.Gap analysis would show this to be a gap between ________.

Question

Quizplus · Accepted Answer

The gap in service (not being able to apply for loans on Saturdays) suggests a mismatch between what customers expect and what management believed customers would be satisfied with. This represents a gap between consumer expectations and management perception.

The Bank Management Decided Its Customers Would Not Mind If