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    1. The document discusses six types of service gaps that can occur between a company and its customers: knowledge gap, standards gap, delivery gap, internal communication gap, perception gap, and interpretation gap. 2. These gaps are differences between what customers expect and what is actually delivered in terms of service. 3. The document provides examples of problems that can cause each gap and potential solutions to address them, such as properly evaluating customer needs, ensuring service standards meet customer expectations, and delivering the level of service promised to customers.

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    1. The document discusses six types of service gaps that can occur between a company and its customers: knowledge gap, standards gap, delivery gap, internal communication gap, perception gap, and interpretation gap. 2. These gaps are differences between what customers expect and what is actually delivered in terms of service. 3. The document provides examples of problems that can cause each gap and potential solutions to address them, such as properly evaluating customer needs, ensuring service standards meet customer expectations, and delivering the level of service promised to customers.

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    1. The document discusses six types of service gaps that can occur between a company and its customers: knowledge gap, standards gap, delivery gap, internal communication gap, perception gap, and interpretation gap. 2. These gaps are differences between what customers expect and what is actually delivered in terms of service. 3. The document provides examples of problems that can cause each gap and potential solutions to address them, such as properly evaluating customer needs, ensuring service standards meet customer expectations, and delivering the level of service promised to customers.

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    9 views13 pages

    Main

    Uploaded by

    Vidhi Vora
    1. The document discusses six types of service gaps that can occur between a company and its customers: knowledge gap, standards gap, delivery gap, internal communication gap, perception gap, and interpretation gap. 2. These gaps are differences between what customers expect and what is actually delivered in terms of service. 3. The document provides examples of problems that can cause each gap and potential solutions to address them, such as properly evaluating customer needs, ensuring service standards meet customer expectations, and delivering the level of service promised to customers.

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    SOLUTIONS ON SERVICE GAP MODELS.

    BALBHARATI COLLEGE

    Submitted to Prof. VENKATESH. BUGDI T.Y.BMS. By, SHASHANK SARFARE 06 VIDHI VORA 07 DHAVAL SALLA 09

    SERVICE GAP

    Service Gap, defined as the service difference between what the customer was expecting and what is being delivered.

    Expected Service CUSTOMER


    Customer Gap

    Perceived Service
    Service Delivery Internal

    COMPANY
    Gap 3 Gap 1 Gap 2

    Gap 4

    Communications

    Customer-Driven Service Designs and Standards Company Perceptions of Consumer Expectations

    TYPES OF SERVICE GAP


    1. 2. 3. 4. 5. 6.

    Knowledge gap Standards gap Delivery gap Internal communication gap Perception gap Interpretation gap

    1. KNOWLEDGE GAP
    Problem

    Solution

    Difference between what SERVICE PROVIDER believes in customer expectation and CUSTOMERS actual needs and expectation

    The SERVICE PROVIDER should properly evaluate the CUSTOMERS needs

    2. STANDARDS GAP.
    Problem Solution

    Difference between Managements perceptions of CUSTOMER expectations and the quality standards established for service delivery.

    The Management should understand CUSTOMERS approach and keep a check on the quality of the service (R.M.)

    3. DELIVERY GAP.
    Problem Solution

    Difference between specified delivery standards and the service providers actual performance on these standards.

    The SERVICE PROVIDER should provide services from CUSTOMERS point of view.

    4. COMMUNICATION GAP.
    Problem Solution

    Difference between what the companys advertising and sales personnel thinking are the products features, performance, and service quality level and what the company is actually able to deliver.

    The company should provide what they are showcasing via mass media.

    5. PERCEPTIONS GAP.
    Problem

    Solution

    Difference between what is, in fact, delivered and what customers perceive they have received

    The company should provide what they are committing.

    6. INTERPRETATION GAP.
    Problem Solution

    Difference between what a service providers communication efforts promise and what a customer thinks was promised by these communications.

    The should match upto his words after delivering the service to its customer.

    BIBLIOGRAPHY

    www.disability.wa.gov.au/.../bridging_service_p rovider_gap_guidelines_-_... http://www.scribd.com/doc/28947233/TheGap-Model-of-Service-Quality http://www.scribd.com/doc/13068841/ServiceGap-ppt

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