Managing Supply Chain and Operations 1st Edition by Thomas Foster ,Scott Sampson,Cynthia Wallin,Scott Webb

Exercise 1

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.