The type of analysis that compares the differences between consumers' expectations about a service and their experience with it based on dimensions of service quality is referred to as
A)customer relationship management.
B)service encounter differential.
C)gap analysis.
D)a customer contact audit.
E)a service audit.

Question

Quizplus · Accepted Answer

This is a definition of gap analysis, which is the process of comparing customer expectations with their actual experience with a service across various dimensions of service quality, including reliability, responsiveness, assurance, empathy, and tangibles. Gap analysis can help identify areas where service quality falls short and guide improvements to better meet customer needs and expectations.

The Type of Analysis That Compares the Differences Between Consumers