Bridging Service Quality Gaps in Outsourced Customer Support: A SERVQUAL and Monte-Carlo Simulation Approach

The present study applies the SERVQUAL model to evaluate the quality gaps in outsourced customer support services, utilizing Monte Carlo simulations to quantify the variations within each identified gap. The five key gaps assessed include the Knowledge Gap, Policy Gap, Delivery Gap, Communication Gap, and Perception Gap. Detailed questionnaires were designed to measure each gap’s contributing factors, such as market research inadequacies, miscommunication between management and front-line employees, and over-promising in marketing communications. Data from the questionnaires were analyzed, and the gaps were simulated within their typical ranges (e.g., Knowledge Gap: 10-20%, Policy Gap: 15-25%). The Monte Carlo simulations highlighted the most probable values for each gap, providing a robust framework for understanding service discrepancies in outsourced settings. The findings indicate significant gaps due to factors like inadequate training, misaligned service standards, and unmet customer expectations. The study concludes with strategic recommendations for management to bridge these gaps, emphasizing improved communication, better resource allocation, and enhanced market research to align customer expectations with service delivery. This research contributes to a deeper understanding of service quality management in outsourcing, offering practical insights for enhancing customer satisfaction and operational efficiency.