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Essay / Research Paper Abstract
This 6 page paper examines the concept and use of the service gap, assessing what it can show and the issues that may impact on the way it is approached and the types of gap it may reveal. The bibliography cites 7 sources
Page Count:
6 pages (~225 words per page)
File: TS14_TEsergap.rtf
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Unformatted sample text from the term paper:
expects, assesses what the costumer is receiving, or perceives that they are receiving and assesses the gap between the two. There are also more prescriptive frameworks that have been developed,
such as the SERVQUAL. Looking at this helps to identify the way gaps may be measured. When undertaking any gap analysis it is important to consider how the analysis
can task place in order to assess the different inputs that are needed. The SERVQUAL model is not essentials, but looking at
it as an example of a gap model helps to identify the inputs that are needed and how they may be analysed. The tool is designed to manage and measure
service quality by looking at the service from the perspective of the customer. This is a tool that helps assess the differences between the expectations and perceptions of the customers
and the actual delivery (Selber, 1998). This tool forms the central part of a gap model for measuring the quality of customer focused organisations (Selber, 1998). Therefore, it is
suitable for the service sector, but is not restricted to it (Selber, 1998). This method of evaluation identifies different measures where there
may be a gap between the level of service expected and that gained. In the initial model there were ten angles; reliability; responsiveness; competence; access; courtesy; communication; credibility; security;
understanding and knowing the customer and tangibles (Parasuraman et al, 1986, 1985). However, these were found to be too many, and added little value, as a result there as
a reduction in the factors measured. The reduced and current model uses five perceived angles of customer service; those are tangibles, reliability, responsiveness,
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