Required:

Using the Service Quality Gaps Audit Instrument on p.46 assess the service quality gaps of any service firm you have had close interaction/experience with (as an intern/coop student, etc.). Present the findings of your audit/analyses and conclusions/recommendations in a report format.

NB: Clue You can convert the instrument into an excel sheet and rate each item to make it easier to add up aggregate score for each GAP The detailed excel analyses can be put into the appendix.

Report structure:

1. Executive summary
2. Introduction and background
3. Main body: Summarize your findings and present the main findings/highlights on each dimension in a separate paragraph.
4. Conclusion: In which gaps/areas does the organization have strengths or weaknesses?