GAP Model of Service Quality

DescriptionFriends, 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 ModulesModule 01 : Service & Service QualityModule 02 : Introduction to GAP modelModule 03 : GAP1 – Listening GapModule 04 : GAP2 – Service design & Standard GapModule 05 : GAP3 – Service Performance GAPModule 06 : GAP4 – Communication GAPModule 07 : GAP5 – Customer GAPI 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. À qui ce cours s’adresse-t-il ?Management students, management professional and who has genuine interested in learning service marketingAfficher plusAfficher moins