SERVQUAL Model-Five Key Service Dimensions Servqual Gaps-Reasons. The Basis of the Servqual Model. The Five Key Service Dimensions: Reliability, Assurance, Tangibles, Empathy, Responsiveness. What are the Servqual Gaps and the Reasons for the gap? Gap 1: The Knowledge Gap, Gap 2: The Policy Gap, Gap 3: The Delivery Gap, Gap 4: The Communication Gap, Gap 5: The Customer Gap. Conclusion.
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