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Kevin visits a gourmet food store. He believes that the store will have more choices and higher quality products than those available at a small grocery store. According to the gaps model of service quality, Kevin's beliefs can be best described as _____.

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tushargupta0691

According to the gaps model of service quality, Kevin's beliefs can be best described as customer expectations.

What is Gap's Model?

Product Managers from all sectors can utilize SERVQUAL (service quality gap model), a technique for measuring service quality gaps. Identifying gaps between client expectations and the actual services offered at various levels of service delivery is the goal of this model.

5 gaps in service quality model:

The five gaps in the service quality gap model are Knowledge, Policy, Communication, Delivery, and Customer. The five gaps model of service quality is known as the Gap model. The gap model of service quality analyzes gaps and problems between organizations and their customers.

Learn more about the Gaps model here:

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