Two models that firms can use to measure perception gap are ______.
A)the RATER model and the GAP model
B)the Du Pont model and the Monsanto model
C)the Consumer model and the Producer model
D)the Government model and the ISO model

Question

Quizplus · Accepted Answer

The RATER model and the GAP model are two widely used models to measure perception gap in service quality. The RATER model focuses on five key dimensions of service quality: reliability, assurance, tangibles, empathy, and responsiveness. The GAP model identifies five gaps between customer expectations and perceptions of service quality: Gap 1 - the difference between customer expectations and management's perceptions of customer expectations; Gap 2 - the difference between management perceptions of customer expectations and service quality specifications; Gap 3 - the difference between service quality specifications and service delivery; Gap 4 - the difference between service delivery and what is communicated about the service to customers; and Gap 5 - the difference between customer expectations and perceptions of service delivered.

Two Models That Firms Can Use to Measure Perception Gap