According to the Service-Quality Model,the Third "Gap" in Their Service-Quality

question 94

Multiple Choice

According to the service-quality model,the third "gap" in their service-quality model is the gap between ________.

• A) perceived service and expected service
• B) service delivery and external communications
• C) service-quality specifications and service delivery
• D) management perception and service-quality specification
• E) consumer expectation and management perception

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Definitions:

Automated Banking System

A digital platform that performs banking transactions electronically without the need for direct human intervention, enhancing efficiency and accessibility.

Calculations

Mathematical processes used to determine the result or solution to a problem.

Surplus

An amount of something left over when requirements have been met; an excess of production or supply over demand.

Being In The Black

A financial term indicating a company or individual is making a profit or has a positive balance.