Gaps model of service quality

The Gaps Model of Service
Quality

Chapter2-1

2

 The Customer Gap – Gap 5
 The Provider Gaps:
 Gap 1 – The Listening Gap
 not knowing what customers expect

 Gap 2 – The Design and Standards Gap
 not having the right service designs and standards

 Gap 3 – The Performance Gap
 not delivering to service standards

 Gap 4 – The Communication Gap
 not matching performance to promises

 Putting It All Together: Closing the Gaps
McGraw-Hill/Irwin

Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.

Objectives for Chapter 2:
The Gaps Model of Service Quality

2-2

 Introduce a framework, called the gaps model of service quality, which is used to organize this textbook.
 Demonstrate that the gaps model is a useful framework for understanding service quality in an organization.

 Demonstrate that the most critical service quality gap to close is the customer gap, the difference between customer expectations and perceptions.
 Show that four gaps that occur in companies, which we call provider gaps, are responsible for the customer gap.
 Identify the factors responsible for each of the four provider gaps. 2-3

The Customer Gap

Gap 5

Key Factors Leading to the Customer Gap
Customer
GapGap 5

2-4

Customer
Expectations

 Provider Gap 1: Not knowing what customers expect
 Provider Gap 2: Not selecting the right service designs and standards
 Provider Gap 3: Not delivering to service standards
 Provider Gap 4: Not matching performance to promises

Customer
Perceptions

2-5

Gaps Model of Service Quality
 Customer Gap 5:
 difference between customer expectations and perceptions  Provider Gap 1 (Knowledge Gap):
 not knowing what customers expect

 Provider Gap 2 (Service Design & Standards Gap):
 not having the right service designs and standards

 Provider Gap 3 (Service Performance Gap):
 not delivering to service standards

 Provider