| This paper, drawing on several studies, presents a comprehensive Service
Quality Gap (SQG) model that explains the areas to look for SQGs.
Sixteen SQGs are outlined, some of which can be disaggregated, according
to the organization’s strategic quality dimensions, namely, strategy
formulation, development and delivery. The 16 SQGs are major impediments
to service quality. But at the same time, they prompt policy makers to
come out with essential tactics to deal and eliminate the SQGs so as to
develop a long term relationship with the customers. The impact of SQGs
on strategy formation and implementation makes it increasingly important
for the CEO and staff planners of services marketing industry. Indeed
these SQGs models and analyses are a major milestone in service
marketing context. This paper, by reviewing the relevant literature in
connection with SQGs, makes an honest attempt in reiterating its worth. |