SERVQUAL service quality model has the capacity to measure and manage service quality. Critically evaluate 5 service quality gaps. (gap1-gap5) (need more explanation or example )

Gap Model of Service Quality . Word of mouth Expected . Personal needs service . Past experience Gap 5 Perceived Customer service Gap 1 Provider Service delivery External communications (including pre- and post contacts) Gap 4 to customers Gap 3 Translation of perceptions into service quality specifications Gap 2 Management perceptions of consumer expectations