Gap 1 in the SERVQUAL model is the ______ gap.
Service delivery vs. external communication
Service quality vs. customer expectation
Service delivery vs. design
Knowledge (customer expectation vs. management perception)
Gap 3 (service performance gap) occurs when ______.
Service personnel fail to deliver to the specified standards
Promises in ads exceed delivery
Customers misinterpret quality
Management misreads customer expectations
Gap 4, the communication gap, happens if ______.
Service design specs are unclear
Marketing overpromises relative to actual service
There is employee turnover
Customers set unrealistic expectations
Which gap is closed primarily through **better market research**?
Gap 2 – standards
Gap 5 – perception
Gap 1 – knowledge
Gap 3 – delivery
Gap 2 (standards gap) is best reduced by ______.
Increasing price
Running more ads
Hiring celebrity endorsers
Setting clear, customer‑driven service quality specifications
Gap 5 measures the difference between ______.
Communication and performance
Service design and delivery
Perceived service and expected service
Manager expectations and frontline understanding
Empowerment and training programmes primarily target closing ______.
Gap 4 – communication
Gap 3 – service delivery
Gap 2 – standards
Gap 1 – knowledge
Consistent brand messaging that mirrors actual service features helps shrink ______.
Gap 2 – standards
Gap 3 – delivery
Gap 1 – knowledge
Gap 4 – communication
Tracking CSAT and feedback in real time mainly helps monitor ______.
Gap 5 – customer perception gap
Gap 3 – delivery gap
Gap 1 – knowledge gap
Gap 2 – standards gap
Systematic root‑cause analysis of complaints is critical for closing ______.
Multiple gaps holistically, especially 1 and 3
Only Gap 4
None, complaints are random
Only Gap 2
Starter
Solid effort—review the key concepts and try again for a higher score.
Competent
You understand the essentials; refine the nuances to excel.
Expert!
Outstanding—your grasp of this service concept is exemplary.
