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An actual Marketing Question about SERVQUAL

  • 12-05-2009 8:02pm
    #1
    seven-iron
    Closed Accounts Posts: 451 ✭✭


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


Comments

  • #2
    Flexitimer
    Closed Accounts Posts: 14 ✭Flexitimer


    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    Servqual is an academic construct and actually a little out of date.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


  • #3
    ice age
    Closed Accounts Posts: 28 ✭ice age


    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    Just like Flexitimer mentioned, the SERVQUAL scale is out of date but still very much used and applied because it provides a template or a ready starting point to help determine the perception of customers on services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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