An analysis of the five gap model
Quality of service has been studied in the area of business management for years because the market is more competitive and marketing management has transferred its focus from internal performance 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 (1985) developed the "Gap Model" of perceived service quality.
This model has five gaps:
Gap 1. Consumer expectation - Management perception gap
Gap 2. Management perception - Service qual…
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