A Application of the "Gap' Theory of Service Quality at theTaiwn Feng-Huan-Ku Bird Park
Document Type
Master's Thesis
Date of Award
1997
Degree Name
Master of Arts
Format
Abstract
Recently, criteria of service quality have been studied by academics and businesses. The quality of service depends not only on offering products that meet customers' needs and delivering them efficiently, but also on creating an atmosphere and overall experience that is satisfying.
Research recommends that there is a recognition of a gap between customer's expectation and customer's perceived service. Realizing the gap can help the organization understand "Is that enough for the service ?", "Do customers like their service ?", and 'What do customers really want ?". Depending on the resulting gap analysis, the server can develop new service strategies, new job training programs, new policies for human resource management, or organization development.
As the director of Taiwan Feng-Huan Ku Bird Park, I need to know the service quality of our bird park which resulted in this study. In the following sections, the bird Park is introduced.