Quality Gap Model Flashcards
1
Q
Gap 1
A
Ensure that managers understand what customers expect
2
Q
Gap 2
A
Ensure internal specification meets managers’ intended design
3
Q
Gap 3
A
Ensure actual service conforms to internally specified quality level
4
Q
Gap 4
A
Ensure that promises made to customers concerning service can really be delivered
5
Q
Gap 5
A
Ensure that customers’ perception of current service matches their expectations
