A customer perceives the level of service quality as being the function of the magnitude and direction of the gap between:

Question

Quizplus · Accepted Answer

A customer's perception of service quality is influenced by the gap between their expected service and what they actually perceive. If the service they receive meets or exceeds their expectations, they will perceive the service to be of high quality. However, if there is a gap between what they expected and what they actually received, they are more likely to perceive the service as being of low quality. Therefore, it is important for businesses to understand and manage this gap to ensure that customers are satisfied with the service they receive.

A Customer Perceives the Level of Service Quality as Being