Difference between revisions of "Gap analysis"
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Revision as of 10:40, 8 July 2020
Gap analysis is a term associated with the SERVQUAL survey instrument, gap analysis is a technique designed to assess the gap that can exist between a service that is offered and customer expectations.
Definition
According to Managing Quality by Foster (6th edition),
- Gap analysis. A term associated with the SERVQUAL survey instrument, gap analysis is a technique designed to assess the gap that can exist between a service that is offered and customer expectations.
According to the BABOK Guide (3rd edition),
- Gap analysis. A comparison of the current state and desired future state of an enterprise in order to identify differences that need to be addressed.
