GAP Model of Service Quality
This course, "GAP Model of Service Quality", is designed to help participants understand customer expectations and perceptions of service quality, and how to close the gaps to deliver high quality services and generate customer satisfaction. It is divided into 7 modules, covering topics such as service and service quality, the GAP model, listening gap, service design and standard gap, service performance gap, communication gap, and customer gap. Join this course to gain valuable knowledge and insights into service quality, and how to close the gaps to deliver high quality services. ▼
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Course Feature
Cost:
Free
Provider:
Udemy
Certificate:
No Information
Language:
English
Start Date:
2021-09-18
Course Overview
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Updated in [July 17th, 2023]
This course, GAP Model of Service Quality, provides an overview of service quality and the GAP Model of service quality. It will help participants understand customer expectations and how to close the various gaps to achieve high quality service and generate customer satisfaction. The course is divided into seven modules: Module 01: Service & Service Quality; Module 02: Introduction to GAP Model; Module 03: GAP1 – Listening Gap; Module 04: GAP2 – Service Design & Standard Gap; Module 05: GAP3 - Service Performance GAP; Module 06: GAP4 - Communication GAP; and Module 07: GAP5 - Customer GAP. Participants will gain an understanding of service quality, dimensions of service quality, GAPs in service delivery and how to close those gaps to deliver high quality services.
Course Syllabus
Introductory session of the Course GAP Model of Service Quality
Module 01: Service & Service Quality
Module 02: Introduction to GAP Model
Module 03 - GAP1 Listening GAP
Module 04 - GAP2 Service design & Standard Gap
Module 05 - GAP3 Service Performance Gap
Module 06 - GAP4 Communication Gap
Module 07 - GAP5 Customer Gap
Pros & Cons
Comprehensive understanding: Users appreciate that the course provides a useful and comprehensive understanding of the GAP Model of service quality. This indicates that the course covers all the necessary aspects and concepts related to the model, ensuring a thorough understanding for learners.
Practical application: Users find the knowledge gained from the course to be highly applicable in real-world scenarios. This suggests that the course not only focuses on theoretical concepts but also provides practical insights and examples, enabling learners to effectively apply the GAP Model in their professional roles.
Lack of depth: Some users may feel that the course lacks in-depth analysis or detailed explanations of certain aspects of the GAP Model. This implies that the course may not delve into the model's intricacies or address advanced topics, potentially leaving learners with a limited understanding of its complexities.
Limited interactivity: Users might find the course to be less interactive or engaging, potentially leading to a passive learning experience. This suggests that the course may primarily rely on lectures or presentations without incorporating interactive elements such as quizzes, discussions, or practical exercises, which could enhance the learning process.
Course Provider
Provider Udemy's Stats at AZClass
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