Statements (23)
| Predicate | Object |
|---|---|
| gptkbp:instanceOf |
gptkb:management_model
|
| gptkbp:alsoKnownAs |
gptkb:SERVQUAL_model
|
| gptkbp:basisFor |
SERVQUAL questionnaire
|
| gptkbp:countryOfOrigin |
gptkb:United_States
|
| gptkbp:developedBy |
gptkb:Leonard_Berry
gptkb:A._Parasuraman gptkb:Valarie_Zeithaml |
| gptkbp:focusesOn |
customer satisfaction
service quality improvement |
| gptkbp:hasComponent |
Gap 1: Knowledge Gap
Gap 2: Policy Gap Gap 3: Delivery Gap Gap 4: Communication Gap Gap 5: Customer Gap |
| gptkbp:introducedIn |
1985
|
| gptkbp:publishedIn |
gptkb:Journal_of_Marketing
|
| gptkbp:purpose |
measure service quality
identify gaps between customer expectations and perceptions |
| gptkbp:usedIn |
marketing
service management |
| gptkbp:bfsParent |
gptkb:SERVQUAL_model
|
| gptkbp:bfsLayer |
7
|
| https://www.w3.org/2000/01/rdf-schema#label |
service quality gap model
|