Gap Model
Gaps Model of Service Quality
Table of Contents
Executive Summary 3
Customer Gap 4 Example of Customer Gap 4
Listening Gap 5 Example of Listening Gap 6
Standard Design And Standard Gap 7 Example of Design and Standard Gap 8
Service Performance Gap 9 Example of Service Performance Gap 10
Communication Gap 11 Example of Communication Gap 12
Closing Gap 12
Diagram of Gap Model of Service Quality 13
Bibliography 14 Customers realize that the current system is not flawless. Companies see that providing better service quality will create and obtain the customers loyalty, continuation of business and enhance the quality of the organization. Service quality is suppose to be consistent, reliable and accountable for any business, however gaps in service quality can lead to unsatisfied customers and loss of business. The Gaps Model of Service Quality is used to fix the gaps of the service that is being provided. They include: • The Customer Gap- The difference between customer’s expectations and perceptions. • Gap 1 (Listening Gap) –The difference between the customers expectations of service and the companies understanding of those expectations. • Gap 2 (Service Design and Standard Gap) - The difference between the company or firm understanding the customer expectation and development of customer-driven service designs and standards. • Gap 3 (Service Performance Gap) - Represents the development of customer-driven service standards and the actual performance by the companies employees. • Gap 4 (Communication Gap) -The difference between the service delivery and the service providers external communications. • Closing Gap- Closing gaps 1-4 and keeping them closed. Real life experiences are a way to illustrate how gaps in service quality can be addressed and predetermined in every day life. Possessing too many gaps in a service that are left unnoticed or unfixed can lead to a decline in the company and
Table of Contents
Executive Summary 3
Customer Gap 4 Example of Customer Gap 4
Listening Gap 5 Example of Listening Gap 6
Standard Design And Standard Gap 7 Example of Design and Standard Gap 8
Service Performance Gap 9 Example of Service Performance Gap 10
Communication Gap 11 Example of Communication Gap 12
Closing Gap 12
Diagram of Gap Model of Service Quality 13
Bibliography 14 Customers realize that the current system is not flawless. Companies see that providing better service quality will create and obtain the customers loyalty, continuation of business and enhance the quality of the organization. Service quality is suppose to be consistent, reliable and accountable for any business, however gaps in service quality can lead to unsatisfied customers and loss of business. The Gaps Model of Service Quality is used to fix the gaps of the service that is being provided. They include: • The Customer Gap- The difference between customer’s expectations and perceptions. • Gap 1 (Listening Gap) –The difference between the customers expectations of service and the companies understanding of those expectations. • Gap 2 (Service Design and Standard Gap) - The difference between the company or firm understanding the customer expectation and development of customer-driven service designs and standards. • Gap 3 (Service Performance Gap) - Represents the development of customer-driven service standards and the actual performance by the companies employees. • Gap 4 (Communication Gap) -The difference between the service delivery and the service providers external communications. • Closing Gap- Closing gaps 1-4 and keeping them closed. Real life experiences are a way to illustrate how gaps in service quality can be addressed and predetermined in every day life. Possessing too many gaps in a service that are left unnoticed or unfixed can lead to a decline in the company and
Bibliography: McGraw Hill, 2009.