In using a gap analysis, the two basic components of a customer's evaluation of a service are
A)expectations and customer contact.
B)expectations and experience.
C)intangibility and inconsistency.
D)experience and credence.
E)inconsistency and inseparability.

Question

Quizplus · Accepted Answer

The two basic components of a customer's evaluation of a service in a gap analysis are their expectations (what they anticipate from the service) and their experience (what they actually receive from the service). A gap analysis is a tool used to identify gaps between customer expectations and actual service delivery, so understanding both expectations and experience is key. Therefore, option B - expectations and experience - is the correct choice.

In Using a Gap Analysis, the Two Basic Components of a Customer's