ibps-so 2024 · Question 205 of 209

A premium airline receives complaints from passengers that although the staff is polite and trained, passengers often feel that the promised “luxury experience” in advertisements does not match the actual in-flight experience. The airline management realizes that customer expectations are shaped by marketing communication, but internal service delivery standards are not fully aligned with those promises. Which service quality gap is MOST evident in this situation?

1. AGap between customer expectations and perceived servicex
2. BGap between management perception and service specification
3. CGap between service delivery and external communicationCorrect
4. DGap between expected service and service design
5. EGap between internal communication and employee understanding