2.4.4. Use of Instrument ( GAP Model)

2.4.4 Use of instrument

According to  Zeithaml, Parasuraman & Berry  1988, this instrument can be used with 22 service items using seven likert scale to measure service  customer expectations and perception by the customer on the service provided by organisation. The “5”th gap of the “gap model” can be measured using this method. (Parasuraman et al.1988,Zithaml & Bitner 1985).

 However, it has given the opportunity to adapt or elope some dimensions according to the type or the requirements of service industry  and it can also be measure on a five or four scale depending on the researches limitations  such as time etc. (Parasuraman et al.,1991b)