Question

First Community Bank spent a considerable amount of money updating its lobby with plush sofas, a large-screen television, and a refreshment counter with popcorn and soft drinks. However, very few customers spend time in the lobby. In fact, most customers want to be in and out of the bank, with their financial transaction completed as quickly as possible. The gap model of service quality would suggest that a gap exists between:

Answer 1

Answer:

a. service quality specifications and the service that is actually provided.

b.what the company provides and what the customer is told it provides.

c.the service customers receive and the service they want.

d.what customers want and what management thinks customers want.

e.what management thinks customers want and the quality specifications management develops to provide the service

The correct option is D,what customers want and what management thinks customers want

Explanation:

From all indications,there is a swift delivery of service to customers,as a result turnaround is as expected customers,it is valid to conclude that there is no gap between the service quality specifications and service that is actually delivered.

However, a gap does exist between the extra features of the service delivery that customers expected and what management provided, this is due to the fact that customers are likely to be working class who just took few minutes off work to get their banking transactions done quickly and do not have the time to wait let alone make of the gadgets provided by management

Answer 2

Answer: d.what customers want and what management thinks customers want.

Explanation:

The GAP model attempts to explain what is needed for customer satisfaction to be acheived.

It has 5 Gaps and the first Gap is being violated in the above scenario.

It deals with, The gap between Customer Expectation and Management Perception.

The First Community Bank management thought that customers wanted a relaxing space to conduct transactions whereas customers just wanted to go transact as quickly as possible and get on with their lives which points to a clear Gap between Management's perceptions of what customers want and what they actually want.