Quality & Quantity

, Volume 46, Issue 4, pp 1239–1247 | Cite as

The concept study of Servqual method’s gap

  • Radosław Wolniak
  • Bozena Skotnicka-Zasadzien
Research Note


The methodology of conduct, presented in this publication, allows conducting the study of clients’ satisfaction of services in a complex manner and at the same time, it allows getting to know all problems appearing in the process of their provision. Gap no 5 expresses a general client’s perception of services and allow defining his satisfaction. Gap 4 allows defining in what range the organization provides clients with false and distorted information in its promotion and advertising materials, which in consequence influence on their satisfaction. The result from gap no 4 can be used when planning promotion campaign. Gap no 2 and 3 allow defining if the organization is realizing the planned strategy of quality. It allows defining which employees provide services of a low quality and then by means of the application the appropriate motivation tools it allow to cut it out. Finally, gap no 1 which allow defining problems connected with marketing communication. It allows finding client’s needs which organization does not know and which should be included in its strategy.


Quality management Service management Quality services Servqual Model of quality 


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Copyright information

© Springer Science+Business Media B.V. 2011

Authors and Affiliations

  • Radosław Wolniak
    • 1
    • 2
  • Bozena Skotnicka-Zasadzien
    • 1
  1. 1.Organization and Management Faculty, Quality Management of Process and Product DepartmentSilesian Technical UniversityGliwicePoland
  2. 2.Politechnika Sląska, Wydział Organizacji i ZarzadzaniaKatedra Zarzadzania Jakoscia Procesow i ProduktowZabrzePoland

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