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Nm khong cch cht lng dch v trong m hnh SERVQUAL bao gm: - Khong cch th nht, xut hin

khi c s khc bit gia k vng ca khch hng v cht lng dch v m nh qun tr cm nhn v k vng ca khch hng. Khong cch ny th hin ch Ngn hng khng bit ht nhng c im no to nn cht lng dch v ca mnh cng nh phng thc chuyn giao chng n khch hng tha mn nhu cu ca h. - Khong cch thc hai, l Ngn hng gp kh khn trong vic chuyn nhn thc ca mnh v k vng ca khch hng thnh nhng c tnh cht lng ca dch v. Mc d bit c nhng k vng ca khch hng nh do mt s nguyn nhn ch quan nh: kh nng chuyn mn ca i ng nhn vin, hay nguyn nhn khch quan nh: dao ng v cu dch v theo hng tng mnh ti mt thi im lm cho Ngn hng khng p ng kp. - Khong cch th ba, xut hin khi nhn vin ca Ngn hng khng chuyn giao dch v cho khch hng theo nhng tiu ch c th c ban lnh o xc nh. Nhn vin l b phn ng vai tr quan trng trong vic to ra cht lng dch v ca Ngn hng, nu mt s nhn vin khng hon thnh nhim v theo cc tiu ch ra s gy nh hng n cht lng dch v ca Ngn hng. - Nhng ha hn t vic qung co s lm gia tng k vng ca khch hng, khi m chng khng c thc hin nh nhng g ha hn th n s lm gim cht lng m khch hng cm nhn c. y l khong cch th t. - Nh cp, s khc bit gia cht lng k vng v cht lng h cm nhn c. y chnh l khong cch th nm. Khong cch ny ph thuc vo bn khong cch trc . Parasuraman & ctg (1985) cho rng cht lng dch v ph thuc vo khong cch th nm ny, gim khong cch ny th phi gim bn khong cch bn trn. (Parasuraman & ctg, 1988).

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