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An actual Marketing Question about SERVQUAL

12-05-2009 08:02PM

#1

seven-iron

Closed Accounts Posts: 451 ✭✭

Join Date: January 2009

Posts: 425

How can Gap Analysis improve quality in services and how would one evaluate the SERVQUAL concept

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Comments

#2 18-05-2009 01:09PM

Flexitimer

Closed Accounts Posts: 14 ✭

Join Date: June 2008

Posts: 9

Hi,
Servqual is an academic construct and actually a little out of date. However, it does provide a handy ready made instrument to test your users' experiences. If you're looking for feedback on your own business you'd probably be better to do 1-2-1 interviews, focus groups and collate all information/requests from sales reps and customers. Hope this helps. Rgds

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#3 18-05-2009 01:30PM

ice age

Closed Accounts Posts: 28 ✭

Join Date: September 2008

Posts: 21

The GAP analysis is a dyagnostic tool which enables you systematically identify service quality shortfall.
Just like Flexitimer mentioned, the SERVQUAL scale is out of date but still very much used and applied because it provides a template or a ready starting point to help determine the perception of customers on services recieved.
Hope this helps.

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