Identify a true statement about the GAP model.
A) It defines quality system standards based on the premise that certain generic characteristics of management practices can be standardized.
B) Minimizing gaps 4 and 5 will result in low customer satisfaction.
C) Failure to understand and minimize gaps presents the risk of losing customer loyalty.
D) It eliminates causes of defects and errors in manufacturing and service processes by focusing on outputs that are critical to customers.

Question

Quizplus · Accepted Answer

The GAP model emphasizes the need to identify and minimize the gaps between customer expectations and perceptions, and failure to do so may lead to a loss of customer loyalty. Option A is incorrect because the model does not define quality system standards based on the premise of generic characteristics of management practices. Option B is incorrect because minimizing gaps 4 and 5 (the gaps between service delivery and external communications) will actually result in higher customer satisfaction. Option D is incorrect because it describes the principles of Total Quality Management (TQM), which is a separate framework from the GAP model.

Identify a True Statement About the GAP Model