The basis of the gap model is the identification and measurement of differences in ________ key areas of the service delivery process.
A) six
B) two
C) three
D) four
E) five

Question

Quizplus · Accepted Answer

The gap model of service quality identifies and measures differences in five key areas of the service delivery process. These areas include the gap between customer expectations and management perceptions, the gap between management perceptions and service specifications, the gap between service specifications and service delivery, the gap between service delivery and external communications, and the gap between perceived service and expected service.

The Basis of the Gap Model Is the Identification and Measurement