Question

________ is the difference between customer expectations and perceptions.

Answer 1

Answer:

The fifth or Customer gap represents the overall difference between the customer's expectations for and perception of the level of service received. This gap can occur due to service issues from gaps 1–4 or can reflect an error in the customer's judgement of the service received...

Answer 2

Customer Gap is the difference between customer expectations and perceptions.

• Customer expectations are expectations and the other one is an interpretation.
• It helps in deciding whether the customer is satisfied or not.
• Customer expectation is what the product can be, they judged before consuming the product.
• Customer perception is interpreting the product after consumption.
• The customer is the anticipator in customer expectation and on the other hand, the customer is the reviewer.