Manag., December-2019 – Q9
0. In-Service Quality GAPS model proposed by Parasuraman et al, Gap 4 refers to:
- A
Difference between the service level expected by the customer and the service the level received by the customer
- B
Difference between the service delivered and the promise made to the customer
- C
Difference between the service specifications adopted and service quality actually delivered
- D
Difference between the service expectations and service specifications given by the customers
- Option : B
- Explanation : Two groups of researchers have been studying
the construct of perceived service quality:
the Nordic School and North-American
School. The emblematic model of the Nordic
School is the Image Model or Perceived
Overall Quality, which regards the quality
perceived by customers as the result of a
co m parison of the service image that
customers have prior to receiving the service
with the image in their mind after
experiencing the service. Thus, Grönroos
(1990) considers that the quality experienced
by a customer is based on two dimensions
(technical quality and functional quality),
moderated or influenced by the corporate
image, which acts as a filter. However, The
North-Am American School (Parasuram an,
Zeithaml and Berry, 1988) defines service
quality as the customer’s assessment of the
overall excellence or superiority of the
service. The Gaps Model (Parasuraman et al.,
1985) proposed four possible gaps that could
occur in the process to provide the service.
Gap 5 is a function of the four initial gaps,
which represents the difference between initial
expectations and the perceived service
experienced by customers:
GAP 1 – the difference between the customer’s expectations and management perceptions of customer expectations;
GAP 2 – the difference between the firm’s quality specifications and management perceptions of customer expectations of the service and it's quality;
GAP 3 – is the difference between the quality of the service delivery and quality specifications:
GAP 4 – is the difference between the quality of the service delivery and the the quality promised in communicating the service.
