'SERVQUAL' or GAP model explained
This webinar explaines the broadly used SERVQUAL or GAP model. You can measure the different GAPS by a 22 item scale, but you can also just use common sense, intuition or you do specific research within the company to find the GAPS.
This video is a part of the series of marketing models which I explain. You can find a list of all the previous video's I've made underneath.
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Пікірлер: 29
Very insightful and well explained. Thank you for sharing. Will use this in my Service Quality Class.
Clear demonstration and friendly for english beginners to understand! ! ❤❤ U R MY EXTERNAL BRAIN! ! ❤❤❤
It's clear and really helpful to understand the concept of the model within about 12 minutes :) Thank you very much!
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.
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!
Excellent video, thanks!
Thank you for helping me understanding this topic 🙏
I really loved this nice video, very clear !
Thank you very much your explanation is amazing
Thank You very much!
Thank you!
😁 Gracias, muy bueno.
Thank You so much!
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!!!
@PepijnSchoemakerWebinars
2 жыл бұрын
Dank Habib! En gefeliciteerd man! 👍👊
This was really helpful ❤
@PepijnSchoemakerWebinars
Жыл бұрын
Great!
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
2 жыл бұрын
No. The questionnaire in the book measures all the Gaps.
@cristinaprietorivas6401
2 жыл бұрын
@@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?
@PepijnSchoemakerWebinars
2 жыл бұрын
@@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! 👍
I am big fan of you . Always . Only request is to make videos in English.
@PepijnSchoemakerWebinars
2 жыл бұрын
All my video's are in Dutch AND in English... Please just look at my channel for all the video's
What is the difference between the gap model and servqual model
@PepijnSchoemakerWebinars
3 жыл бұрын
It's the same. Officially it's called the GAP model.
@valdark4260
3 жыл бұрын
@@PepijnSchoemakerWebinars thank you for your answer
Почему ты похож на Хемиша из Алисы в стране чудес...
Thank you!