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  • Gap Model

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    adeeba hassan
    21 views2 pages
    This document presents a model of service quality known as the "gap model". The model identifies four key gaps: 1) between customer expectations and company perception of expectations, 2) between company perception and service quality standards, 3) between standards and actual service delivery, and 4) between service delivery and external communications about the service. Addressing these gaps can help organizations improve customer satisfaction by better meeting or exceeding customer expectations.

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    gap model

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    This document presents a model of service quality known as the "gap model". The model identifies four key gaps: 1) between customer expectations and company perception of expectations, 2) between company perception and service quality standards, 3) between standards and actual service delivery, and 4) between service delivery and external communications about the service. Addressing these gaps can help organizations improve customer satisfaction by better meeting or exceeding customer expectations.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    21 views2 pages

    Gap Model

    Uploaded by

    adeeba hassan
    This document presents a model of service quality known as the "gap model". The model identifies four key gaps: 1) between customer expectations and company perception of expectations, 2) between company perception and service quality standards, 3) between standards and actual service delivery, and 4) between service delivery and external communications about the service. Addressing these gaps can help organizations improve customer satisfaction by better meeting or exceeding customer expectations.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    of 2

    Customer

    expectation
    Gap1

    Company perception
    of customer
    expectation

    Customer driven
    service designs and
    Provider
    standards
    Gap2
    gap
    Management
    perception of
    customer
    expectation

    Customer driven
    service designs and
    standards
    Gap3
    THE GAP
    Service delivery

    Service delivery
    Gap 4
    MODEL
    External
    communication to
    customers OF
    Past
    experiences SERVICE
    QUALITY
    Personal Expected service
    needs

    Word of
    Customer
    mouth
    communic gap
    ation
    Perceived
    service

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