The service quality gap is the difference between what customers expect to receive and their perceptions of the service that is actually delivered.

Question

Quizplus · Accepted Answer

The service quality gap is indeed the difference between customer expectations and their actual perception of the service provided. This gap can occur due to various factors, such as communication breakdown, insufficient training of service providers, or unrealistic customer expectations. Closing the service quality gap is essential for businesses to improve customer satisfaction and loyalty.

The Service Quality Gap Is the Difference Between What Customers