Higher Education Service Quality Quality of service and consumer perceptions of that quality depend on how well the provider can close the various gaps involved in the service business: Knowledge gap, standards gap, delivery gap, communications gap, and satisfaction gap.

Higher Education Service Quality Quality of service and consumer perceptions of that quality depend on how well the provider can close the various gaps involved in the service business: Knowledge gap, standards gap, delivery gap, communications gap, and satisfaction gap. Begin by selecting one of the higher education institutions you have researched in prior assignments for this course. Then reflect on the way the institution is marketed, and perform a brief gap analysis of potential gaps in the perceptions of the services provided. Display your analysis and reflections as a slide presentation. Create a 5 page paper and 5-slide presentation (not including the title and references slides). Use APA format for the references slide and in-text citations. When designing a slide presentation, figures, tables, and images should be formatted following APA guidelines. For directions see formatting guideline resources in the Learning Objects. Follow the directions to submit your final presentation. Step 1. Research Research SERVQUAL with a special focus on the five gaps which could reduce the perceived quality of a service provider: knowledge gap, standards gap, delivery gap, communications gap, and satisfaction gap. Step 2. Consider Consider one of the educational institutions you studied in a prior assignment in this course. Do you think the educational institution is doing a reasonable job of satisfying its “student/customers?” Why or why not? How do you propose to close the service quality “gaps”? Step 3. Create Create a 10-slide presentation (not including the title and references pages), defining at least three gaps then provide an example reflecting on how the institution might close each gap.

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