Question

In the gap model of service quality, gap 3 represents the gap between a. the service that customers receive and the service they want. b. what the company provides and what the customer is told it provides. c. the service quality specifications and the service that is actually provided. d. what customers want and what management thinks customers want.

Answer 1

Gap 3 in the gap model of service quality represents the discrepancy between the service quality specifications set by a company and the actual service provided to customers.

Step-by-step explanation:

In the gap model of service quality, gap 3 specifically refers to the gap between service quality specifications and the service that is actually provided. This gap emerges when there is a difference between the standards for service set by a company (the service they aim to provide) and the actual service delivered to the customer. Managing this gap effectively is crucial to ensuring that a company consistently meets or exceeds customer expectations, thereby enhancing customer satisfaction and maintaining a competitive edge.

Answer 2

The correct answer is C

Step-by-step explanation:

Gap Model of Service Quality is the model which is defined as the framework that can help in understanding the satisfaction of customer. If the consumer perceive that the service fulfill the expectations then it will be satisfied.

Gap 3 of the model states gap among the quality specification and the service delivery, which means actual service provided. This gap occur in a situation which pertain to the personnel service, which could happen because of incapability and poor training to meet the set standard of service.