Third Gaps of SERVQUAL in Indonesia
“Third Gaps of SERVQUAL” is a theoretical terminology referring to the conception of gaps analysis-based service quality. The gaps profile in the conception consists of five categories; one of them is third gaps identified as “service delivery.” In this context, service delivery gaps are interpreted as any gaps occurring in the phase of service delivery. Any aspects which potentially influence service delivery quality in this phase are identified as third gaps of SERVQUAL or service delivery gaps.
In public service provision, “service delivery” is a phase in which service performance and customers’ perceptions meet. In this phase, the personnel in charge apply the SOP (standard operational procedure) which has been constructed based on the management perception of customers’ expectation. The significance of service delivery gaps in influencing service quality theoretically occurs through...
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