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Service Quality Gap Analysis

Service quality is important to most businesses. In order to retain customers, it is necessary to keep them happy with quality service. A service quality gap analysis can help a business to evaluate its service quality and identify areas for improvement.

  1. Features

    • The main features of a service quality gap analysis are: setting service standards, measuring current service levels, and identifying gaps between actual service levels and the established service standards.

    Effects

    • Once gaps are identified, a company should institute a plan for overcoming these gaps. The effect of working to overcome service gaps is that a company will be able to improve its service. Improving service can provide an advantage over competitors.

    Warning

    • When performing a service quality gap analysis, a company needs to be certain that it is accurately measuring its service quality. If the data is inaccurate, the service gap analysis will have no value. To ensure accuracy, firms should use objective measures of service quality.

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