Match the items of List – I with those of List – II : List-IList-II (a) Standards Gap (i) Difference…
In the service quality gaps model, the Standards Gap is the difference between management's perception of customer expectations and established service quality standards…
Choose your answer
Match the items of List – I with those of List – II :
| List-I | List-II |
|---|---|
| (a) Standards Gap | (i) Difference between what is, in fact, delivered and what customers perceive they have received |
| (b) Knowledge Gap | (ii) Difference between what a service provider’s communication efforts promise and what a customer thinks, was promised by these communications |
| (c) Perception Gap | (iii) Difference between what service providers believe customers expect and customer’s actual needs and expectations |
| (d) Interpretation Gap | (iv) Difference between management’s perception of customer expectations and the quality standards established for service delivery |
Answer and explanation
Correct answer A
In the service quality gaps model, the Standards Gap is the difference between management's perception of customer expectations and established service quality standards (iv), the Knowledge Gap is the difference between what providers believe customers expect and actual customer expectations (iii), the Perception Gap is the difference between actual service delivered and what customers perceive they received (i), and the Interpretation Gap is the difference between communication promises and customer understanding of those promises (ii).
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UGC NET Management