What is the Gap Model of service quality measurement? What are the limitations of the SERVQUAL instrument?

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Total Quality Management

ISBN: 9789332579392

3rd Edition

Authors: Poornima M. Charantimath

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Question Posted: Jan 03, 2024 11:14 AM

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What is the Gap Model of service quality measurement? What are the limitations of the SERVQUAL instrument?

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The Gap Model of service quality measurement is a framework that identifies and measures the gaps between customer expectations and the actual deliver...View the full answer

Total Quality Management

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