GAP-Modell. Dienstleistungsqualität bei der Deer GmbH

The present study examines service quality in the corporate car-sharing sector using the example of Deer GmbH. The increasing significance of service quality in today’s economy is illustrated through trends and statistics in the service sector. The importance of service quality for service companies is highlighted, particularly in light of growing competition, globalization, and internet market penetration. The focus is on analyzing the service quality of Deer GmbH using the GAP model, which encompasses five quality dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Through a detailed examination of these dimensions, potential gaps between customer expectations and perceived service quality are identified. The results provide insights into areas for improvement for Deer GmbH to enhance its competitiveness and foster long-term customer loyalty.