Which of the following is used to measure the difference between a customer's expectations of service quality and what actually occurred?
A) break-even analysis
B) SERVQUAL
C) the critical incident technique
D) gap analysis
E) SWOT analysis

Question

Quizplus · Accepted Answer

Gap analysis is used to measure the difference between a customer's expectations of service quality and what actually occurred.

Which of the Following Is Used to Measure the Difference