This essay relates to the gap model of service quality developed by Parasuraman, Zeithaml and Berry. Nowadays it has become an important pattern of the modern service management processes. The gap model will be applied to the “Musterstädter Golfclub e.V.”
Table of Contents
- Introduction
- Basis and Conceptual Background
- Perceptions
- Gap Model
- The GAP-Model applied to the Musterstädter Golfclub e. V.
- The Musterstädter Golfclub e.V.
- Identifying service quality problems of the Musterstädter Golfclub e.V. by applying the GAP-model
- Correcting service quality problems of the Musterstädter Golfclub e. V. by applying the GAP-model
- Conclusion and Forecast
Objectives and Key Themes
This essay aims to describe the gap model of service quality and apply it to the Musterstädter Golf Club. The study focuses on identifying and correcting service quality problems by utilizing the gap model.
- The importance of service quality in contemporary business environments
- The application of the gap model to identify and analyze service quality problems
- The use of the gap model to develop strategies for correcting identified service quality problems
- The impact of service quality on customer satisfaction and retention
- The role of customer perceptions and expectations in shaping service quality
Chapter Summaries
The introduction provides an overview of the gap model of service quality, highlighting its significance in modern service management. It emphasizes the increasing demand for service quality and the impact of service quality problems on customer behavior.
The second chapter explores the conceptual background of the gap model. It delves into the concept of perceptions and how they influence customer expectations. It then presents the gap model as a framework for understanding and addressing the discrepancies between customer expectations and actual service delivery.
The third chapter applies the gap model to the Musterstädter Golfclub e. V. It provides a detailed description of the golf club and identifies specific service quality problems based on the gap model. It concludes with a discussion of strategies for correcting these identified problems.
Keywords
The key concepts and topics covered in this essay include: service quality, gap model, customer expectations, service delivery, customer satisfaction, customer retention, golf club, service management, problem identification, problem correction, and customer perception.
Frequently Asked Questions
What is the GAP-Model of service quality?
The GAP-model, developed by Parasuraman, Zeithaml, and Berry, is a framework used to identify and analyze discrepancies (gaps) between customer expectations and the actual service delivered by a company.
How can the GAP-model be applied to a golf club?
It is used to evaluate areas like staff communication, facility maintenance, and member services to see where the club's performance fails to meet the members' expectations.
Why are customer perceptions important in service management?
Customer perceptions define the "perceived quality" of a service. If a customer perceives a gap between what they expected and what they received, satisfaction and retention will decrease.
What is the main goal of using the GAP-model at Musterstädter Golfclub?
The goal is to identify specific service failures and develop management strategies to correct them, thereby improving overall customer satisfaction and loyalty.
What factors influence customer expectations in the golf industry?
Expectations are shaped by word-of-mouth, personal needs, past experiences, and the club's external communications (like marketing and price).
- Quote paper
- Dustin Crefeld (Author), 2011, Identifying and correcting service quality problems by applying the GAP-Model - Musterstädter Golfclub e.V., Munich, GRIN Verlag, https://www.grin.com/document/168028
