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Service Gaps Model Quiz

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Service Gaps Model Quiz

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Evaluate service gaps

Created by

sarah ayyad
sarah ayyad
United Arab Emirates

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Service Gaps Model Quiz
 

Service Gaps Model QuizOnline version

Evaluate service gaps

by sarah ayyad
1

What are the four gaps in the Service Gaps Model that affect service quality?

2

Which gap concerns mismatches between what customers expect and what the firm designs?

3

Which gap addresses failures in delivering the service as promised?

4

Which gap arises when communications do not reflect the actual service delivered?

5

What is the primary goal of addressing the four gaps in marketing strategy?

6

What does the Knowledge gap refer to in the Service Gaps Model?

7

Which gap would be most affected by poor training of front-line staff?

8

How many gaps are there in the Service Gaps Model?

9

Which gap concerns aligning the service design with established standards and policies?

10

What is a practical approach to reduce all four gaps simultaneously?

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The four gaps are Knowledge, Design/standards, Delivery, and Communication.

This gap is about the design and standards that fail to meet customer expectations.

Delivery gap is about execution vs. service design.

Communication gap occurs when messaging differs from actual service.

Goal: align expectations with perceptions to improve perceived quality.

Knowledge gap is about understanding customer needs vs. the service concept.

Poor training often leads to not delivering as designed.

There are four gaps: Knowledge, Design/standards, Delivery, Communication.

This gap focuses on whether design/standards meet customer needs.

Holistic approach aligns research, design, delivery, and communications to close gaps.

 
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