What does the term “service quality gap” refer to?

The term “service quality gap” specifically refers to the discrepancy between customer expectations and the actual service delivered. This concept highlights how customers often have preconceived notions regarding the level of service they anticipate based on previous experiences or marketing communications. When the actual service falls short of these expectations, a gap is created, leading to dissatisfaction. Understanding this gap is critical for organizations as it influences customer satisfaction and loyalty. By identifying the factors contributing to this gap, businesses can implement strategies to enhance service delivery and meet or exceed customer expectations.

In this context, the other options address different aspects of service or cost comparisons but do not capture the essence of the service quality gap as defined in the specific context of customer expectations versus delivered service.