The difference between a customer's ________ of a service and the ________ of the service delivered is called GAP 5.
A) perceptions; perceptions
B) perceptions; expectations
C) expectations; perceptions
D) expectations; expectations

Question

Quizplus · Accepted Answer

GAP 5 in service quality is the difference between what customers expect from a service and their perceptions of the actual service delivered. This gap reflects the discrepancy between customer expectations and their actual experience.

The Difference Between a Customer's ________ of a Service and the ________

The Difference Between a Customer's of a Service and the