The Bank Management Decided Its Customers Would Not Mind If

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 _ .

A) consumer expectations and management perception
B) expected services and perceived services
C) needed services and expected services
D) established quality standards and service delivery
E) management perception and quality standards set by the firm