Professional Documents
Culture Documents
The Gaps Model of Service Quality
The Gaps Model of Service Quality
The Gaps Model of Service Quality
Customer expectation
Customer Gap
Customer perception
Gaps Model of Service Quality
Customer
Customer Expectations
Gap
Provider Gap 2: Not selecting the right service designs and standards
Customer
Perceptions
Key Factors Leading to Provider Gap 1
Customer Expectations
Company Perceptions of
Customer Expectations
Key Factors Leading to Provider Gap 1
Structural brainstorming
Relationship Marketing
Management Perceptions of
Customer Expectations
Key Factors Leading to Provider Gap 3
Customer-Driven Service
Designs and Standards
Service Delivery
Key Factors Leading to Provider Gap 4
Service Delivery
External Communications to
Customers
Gaps Model of Service Quality
Expected
Service
CUSTOMER
Customer
Gap
Perceived
Service
External
COMPANY Service Communications
Delivery Gap 4 to Customers
Gap 3
Gap 1 Customer-Driven
Service Designs and
Standards
Gap 2
Company Perceptions
of Consumer
Expectations
Mr. Ingvar Kamprad E Elmtaryd – Family farm
Food Court
Atrium: Customer complaints
Convenient Parking