An owner of a Bronze€™s Gym recently performed a gap analysis with the SERVQUAL model. The survey was limited to the five PZ&B service quality dimensions. After administering 75 expectations surveys to potential customers and 75 surveys to customers, the owner computed the following means:

Compute simple differences and make recommendations to management.

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ZB Dimensions Tangibles Reliability Service Expectations Perceptions 6.7 5.4 6.2 Responsiveness 45 4.3 5.4 6.2 Assurance 1.3 Empathy 6.8