The Gaps Model of Service Quality for

Samdareeya Mall, Jabalpur (MP)

By Yogesh Kende
(Batch no 17th
Roll no. 20)
 Type of Gaps

Provider Gap 1 (The Knowledge Gap):

• Not knowing what customers expect

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

• Not having the right service designs and standards

Provider Gap 3 (The Delivery Gap):

• Not delivering to service standards

Provider Gap 4 (The Communication Gap):

• Not matching performance to promises

Customer Gap 5 (Service Gap):

• Difference between customer expectations and perceptions
 Samdareeya Mall, Jabalpur (MP) Service Gaps :
The knowledge gap:
• Lack of market research
• Upward communication and level of management

Standard gap or design gap:

• Poor service design
• Absence of customer driven standards

Delivery Gap:
• Team work (internal conflict & lack of cooperation)
• Employee job fit and role conflict (lack of experienced)
• Training (unskilled)

Communication Gap:
• Lack of interdepartmental communication
• Language problem (regional language & no response to customer complaints)

Customers Gap:
• Difference between customer perception and expected value (no customer service desk & parking facility only for staff not
customers)
Catchment area of mall
Uneducated customers
Parking facility only for staff (front side)
Parking facility only for staff (back side)
Unorganized retail
Parking facility for customers
Thank You