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Submitted By:

Rishabh Popli (9)

Taru Walia (25)Priyanka Jha (178)

Surbhi Verma (176)

Rahul Maheshwari(219)

Rohit Gupta (149)

Shailendra Kumar (255)

THE GAPS MODEL OFSERVICE QUALITY

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The Gaps Model of Service Quality

Customer Gap

Provider Gaps

Factors Leading to the Gaps

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The Customer Gap

Expected

Service

PerceivedService

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Customer Gap Components

Customer expectations

oare against which service experiences are compared

oare what a customer believes should or will happen sources

Customer perceptions:

oare subjective assessments of actual service experiences

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SERVQUAL

originally measured on 10 aspects of service quality: reliability,

responsiveness, competence, access, courtesy, communication,

credibility, security, understanding the customerand tangibles.

Basic assumption -was that customers can evaluate a firm's service

quality by comparing their perceptions with their expectations.

Reliability - ability to perform service dependably and accurately

Assurance - ability of staff to inspire confidence and trust

Tangibles - physical facilities, equipment, staff appearance, etc

Empathy - the extent to which caring individualized service is given

Responsiveness - willingness to help and respond to customer need

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Gaps Model of Service Quality

Customer Gap:

odifference between customer expectations and perceptions

Provider Gap 1 (The Listening Gap):

onot knowing what customers expect

Provider Gap 2 (The Service Design and Standards Gap):

onot having the right service designs and standards

Provider Gap 3 (The Service Performance Gap):

onot delivering to service standards

Provider Gap 4 (The Communication Gap):

onot matching performance to promises

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COMPANY

Perceived

Service

ExpectedService

CUSTOMERCustomer

Gap

GAP 2

Customer-DrivenService Designs and

Standards

GAP 4

ExternalCommunications

to CustomersGAP 1

Company Perceptionsof ConsumerExpectations

GAP 3

Service

Delivery

Gaps Model of Service Quality

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CompanyPerceptions of

ConsumerExpectations

ExpectedService

CUSTOMER

COMPANY

GAP 1

Provider Gap 1

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Factors Leading to GAP 1:

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CUSTOMER

COMPANY

GAP 2

Customer-DrivenService Designs and

Standards

CompanyPerceptions of

ConsumerExpectations

Provider Gap 2

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Factors Leading to GAP 2:

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CUSTOMER

COMPANY Service Delivery

GAP 3

Customer-DrivenService Designs and

Standards

Provider Gap 3

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Factors Leading to GAP 3:

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Provider Gap 4

CUSTOMER

COMPANYExternal

Communicationsto CustomersGAP 4

Service Delivery

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Factors Leading to GAP 4:

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IMPLEMENTING GAP ANALYSIS

Identification of customer expectations Identification of customer experiences

Identification of management perceptions

Evaluation of service standards

Evaluation of customer communications

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