0:48 Servqual, gap analysis an internal analysis 1:40 Gap model 2:30 Servqual model 3:29 Gap 1 - Company level gap 4:40 Gap 2 - Internal gap company and service design standard 6:40 Gap 3 - 7:36 Gap 4 - 8:33 Gap 5 - 9:11 Gaps summaries
I have seen most of your videos and they are very helpful. I've got Dutch teachers that just literally translate their slides to Dutch so it's hard to understand sometime. I appreciate your work and keep going!
Dikke shoutout naar Pepijn, wat een baas. Dagje genomen voor alle video’s, en een 7 gescoord op strategisch management (b bedrijfskunde). Alle video’s zijn aan te raden ter voorbereiding van je tentamen!!!
How will you know if the service is acceptable or not? Is their a descriptive table that describes the gap of service expectation and perception? if there's none, how will you know if the service is good or bad?
Thank you for your question! Whether a service is acceptable or not often depends on the Zone of Tolerance-the range of service performance that a customer considers satisfactory. This concept bridges the gap between customer expectations and perceptions, as outlined in the book Services Marketing by Bitner and Zeithaml. In their work, the authors provide detailed chapters on how to determine the Zone of Tolerance by examining factors like customer expectations, desired service levels, and adequate service levels. However, explaining the exact process in this reply would take us too far. If you're interested, I recommend referring to the chapters on customer expectations and service quality measurement for a deeper understanding. These chapters explain how tools like SERVQUAL and other methodologies can help identify whether a service falls within or outside the Zone of Tolerance.
Hi! I wold like to know how to gather date for the rest of the gaps. I can understand their ServQual works for gap 5 but not the others what I should do?
@@PepijnSchoemakerWebinars Im doing a research based on the ServQual model and gap model about the quality of services in restaurants. Would mind to explain me how the gap model works and how the questions can helps us find information for gaps 1,2,3 and 4?
@@cristinaprietorivas6401 I tried to explain that in this video. I would highly recommend you order the book or read it in the library. All your further questions will be answered that way! 👍
Clear demonstration and friendly for english beginners to understand! ! ❤❤ U R MY EXTERNAL BRAIN! ! ❤❤❤
0:48 Servqual, gap analysis an internal analysis
1:40 Gap model
2:30 Servqual model
3:29 Gap 1 - Company level gap
4:40 Gap 2 - Internal gap company and service design standard
6:40 Gap 3 -
7:36 Gap 4 -
8:33 Gap 5 -
9:11 Gaps summaries
Thank you for sharing your knowledge on SERVQUAL model with clear and easy explanation, I understood the model easier and quicker.
It's clear and really helpful to understand the concept of the model within about 12 minutes :) Thank you very much!
Very insightful and well explained. Thank you for sharing. Will use this in my Service Quality Class.
I have seen most of your videos and they are very helpful. I've got Dutch teachers that just literally translate their slides to Dutch so it's hard to understand sometime. I appreciate your work and keep going!
Dikke shoutout naar Pepijn, wat een baas. Dagje genomen voor alle video’s, en een 7 gescoord op strategisch management (b bedrijfskunde). Alle video’s zijn aan te raden ter voorbereiding van je tentamen!!!
Dank Habib! En gefeliciteerd man! 👍👊
Thank you for helping me understanding this topic 🙏
Excellent video, thanks!
I really loved this nice video, very clear !
Thank you very much your explanation is amazing
I am big fan of you . Always . Only request is to make videos in English.
All my video's are in Dutch AND in English... Please just look at my channel for all the video's
How will you know if the service is acceptable or not? Is their a descriptive table that describes the gap of service expectation and perception? if there's none, how will you know if the service is good or bad?
Thank you for your question! Whether a service is acceptable or not often depends on the Zone of Tolerance-the range of service performance that a customer considers satisfactory. This concept bridges the gap between customer expectations and perceptions, as outlined in the book Services Marketing by Bitner and Zeithaml.
In their work, the authors provide detailed chapters on how to determine the Zone of Tolerance by examining factors like customer expectations, desired service levels, and adequate service levels. However, explaining the exact process in this reply would take us too far. If you're interested, I recommend referring to the chapters on customer expectations and service quality measurement for a deeper understanding. These chapters explain how tools like SERVQUAL and other methodologies can help identify whether a service falls within or outside the Zone of Tolerance.
Thank You so much!
Thank You very much!
Thank you!
This was really helpful ❤
Great!
😁 Gracias, muy bueno.
What is the difference between the gap model and servqual model
It's the same. Officially it's called the GAP model.
@@PepijnSchoemakerWebinars thank you for your answer
Hi! I wold like to know how to gather date for the rest of the gaps. I can understand their ServQual works for gap 5 but not the others what I should do?
No. The questionnaire in the book measures all the Gaps.
@@PepijnSchoemakerWebinars Im doing a research based on the ServQual model and gap model about the quality of services in restaurants. Would mind to explain me how the gap model works and how the questions can helps us find information for gaps 1,2,3 and 4?
@@cristinaprietorivas6401 I tried to explain that in this video. I would highly recommend you order the book or read it in the library. All your further questions will be answered that way! 👍
Почему ты похож на Хемиша из Алисы в стране чудес...
Thank you!