The central focus of the gaps model of service quality is the:

a) Constant need to provide value for dollars spent

b) Four dimensions of service

c) Difference between customer expectations and perceptions

d) Temptation to handle services as if they were tangibles

e) Customer-employee-supplier triumvirate

The correct answer is c) Difference between customer expectations and perceptions.

Explanation:

Customer loyalty depends fundamentally on their satisfaction. And how that satisfaction is related to expectations. Satisfaction is related to what consumers expect before purchase and what they perceive after purchase. In relation to expectations we can distinguish:

Proper service. It is the standard level that the consumer considers appropriate. Expected. The expected service is as it is supposed to be a certain service before receiving it. Desired The desired service is ideal for a certain customer.

In a way, the right service marks a minimum that the consumer wishes to receive. The expected service corresponds to your realistic expectations about a specific service.

The desired service is that which incorporates the specific preferences of a customer in relation to a certain type of service.