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The gap view of quality Customer expectations Service delivery Perception of service Level of satisfaction Valarie Zeithaml Dr. A. Parasuraman Leonard.

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Presentation on theme: "The gap view of quality Customer expectations Service delivery Perception of service Level of satisfaction Valarie Zeithaml Dr. A. Parasuraman Leonard."— Presentation transcript:

1 The gap view of quality Customer expectations Service delivery Perception of service Level of satisfaction Valarie Zeithaml Dr. A. Parasuraman Leonard Berry GAP

2 Satisfied Disconfirmation Theory Dissatisfied -5 +5 0 Delighted OUTCOME Service is as expected Service better than expected Service worse than expected

3 Understanding expectations What are your expectations of a train service?

4 Expectations Ideal - best possible Ideal feasible - given price etc Desirable - want Deserved - ought Minimum tolerable - must Intolerable - should not

5 Expectations Ideal - best possible Ideal feasible - given price etc Desirable - want Deserved - ought Minimum tolerable - must Intolerable - should not

6 Expectations Ideal - best possible Ideal feasible - given price etc Desirable - want Deserved - ought Minimum tolerable - must Intolerable - should not

7 Expectations Ideal - best possible Ideal feasible - given price etc Desirable - want Deserved - ought Minimum tolerable - must Intolerable - should not

8 Expectations Ideal - best possible Ideal feasible - given price etc Desirable - want Deserved - ought Minimum tolerable - must Intolerable - should not

9 Expectations Ideal - best possible Expectations - what we believe to be likely Ideal feasible - given price etc Desirable - want Deserved - ought Minimum tolerable - must Intolerable - should not

10 WOM Expected service Gap Model Past ExperiencePersonal Needs Perceived Service External Communication to Customers Service Delivery Service Specifications Management Perceptions of Customer Expectations 1 2 3 4 5

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