GAP Model of Service Quality

Friends, In today’s competitive world every organization is trying hard to capture the attention of their target customer and to satisfy their needs and wants. Therefore it is absolutely imperative to understand customer expectations especially in service industry because it is very difficult to understand the customer expectation and perception of the service they have received because mostly the service are intangible in nature.

Therefore the purpose of the GAP Model of service quality is to identify the Gap between customer expectations & the actual service received by the customer. And it also explains how to close these gaps so that high quality of service can be delivered.

Thus the objective of this course is to make the participants aware with the knowledge of service quality, GAP Model of service quality and to create understanding of how to close the various gaps to achieve high quality service and how to generate customer satisfaction.

The entire course “GAP Model of Service Quality” is divided into 7 Modules

Module 01 : Service & Service Quality

Module 02 : Introduction to GAP model

Module 03 : GAP1 – Listening Gap

Module 04 : GAP2 – Service design & Standard Gap

Module 05 : GAP3 – Service Performance GAP

Module 06 : GAP4 – Communication GAP

Module 07 : GAP5 – Customer GAP

I welcome and invite you all to join this course as I sincerely believe that it will add immense value to your existing knowledge base especially in terms of understanding of service quality, dimensions of service quality, GAPs in service delivery and how to close those gaps to deliver how quality services.

Thank you so much.

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