Service Quality: The Gap in the Australian Consulting Engineering Industry

Service quality is generally considered to be an intangible and as such, it has received relatively little serious attention from managers and, until recently, researchers have not conducted rigorous studies in this field. Involves a detailed empirical analysis of service quality issues. The survey frame was a model of the gaps between service expectations and perceptions of services as delivered. “Service quality” was decomposed into a set of key attributes and gaps were identified which become a useful basis for considering how to focus service improvement initiatives.