Gaps Model

3894 WordsSep 21, 201116 Pages
THE GAP MODEL OF SERVICE QUALITY Service Quality  Quality of the service is the degree of conformance of all the relevant features and characteristics of service to all the aspects of the consumers’ needs limited by the price and delivery s/he will accept. Quality can be viewed from two perspectives:   Internal quality specifications based on conformance to based on customer-perceived External quality quality Importance Of Quality For Service Marketers Gain competitive advantage, maintain loyalty Increase value (may permit higher margins) Improve profits The Gaps Model of Service Quality Gaps Model of Service Quality Expected Service Customer Gap CUSTOMER Perceived Service Service Delivery…show more content…
 It is seen as a key performance indicator within business. Customer Loyalty  "Customer loyalty is when an organization receives the ultimate reward for the way it interacts with its customers. “  Although customer loyalty is often achieved through offers, discount coupons, rebates and other kinds of rewards, long-term customer loyalty can only be created by making your customers feel that Customer Satisfaction vs. Customer Loyalty  Customer satisfaction measures how well a customer’s expectations are met. loyalty measures how likely customers are to return and their willingness to perform partner shipping activities for the organization. satisfaction is a requisite   Customer   Customer Quality and Customer Satisfaction What determines Customer Satisfaction?  Product/service features.  Consumer emotions.  Attributions for service success or failure.

More about Gaps Model

Open Document