Monthly Archives: September 2018

  • 2 Gaps that Dissatisfy Customers


    Satisfaction is the result of customers’ assessment of a service based on a comparison of their perception of service delivery with their prior expectations. (see Figure 1 below).       Figure 1 If the customers’ perception of the service matches their expectations then they should be satisfied. If their perception of the service exceeds their expectations then they will be more than satisfied, even delighted. If their perception of the service does not meet their expectations then they may […]

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