Service Quality Gaps & Six Sigma

摘要: Nowadays almost all organizations are realizing the significance of customer centered philosophies. One key challenges they facing is how to manage service quality, which holds a great importance satisfaction. This paper has attempted investigate gap between customers, providers and managers in terms quality dimensions. For this purpose, gaps 1 6 SERVQUAL model have been studied, as well two new gaps, proposed for comparing perceptions employee perceptions. Service dimensions analyzed, considering case study Customer Centric Group Company (CCG Co). The empirical data gathered through dept interviews. role Six Sigma also investigated it highlighted that such advanced engineering approach could tighten gaps. results imply among