Essays Tagged: "quality specification"
An analysis of the five gap model
IntroductionQuality of service has been studied in the area of business management for years because the market ... such as production to external interests such as satisfaction and customers' perception of service quality.Based on this traditional definition of service quality, Parasuraman, Zeithaml, and Berry (1 ... ice quality, Parasuraman, Zeithaml, and Berry (1985) developed the "Gap Model" of perceived service quality.This model has five gaps:Gap 1. Consumer expectation - Management perception gapGap 2. Manag ...
Subjects: Businesss Research Papers > Management