Personnal needs

Gap 5
Consumer
marketer gap 4
Past experience
Word of mouth Expected service
communication
Gap 3
Perceived service

Service delivery External

Gap 2 (including pre and comm. To
post contacts consumer

Gap1

Translation of perception
Into service quality
dimensions
Gap 1 is knowledge gap.it is the difference betwn mgmt perception of consumer expectation
and expected service of consumer

5 gap model
Mgmt perception of
consumer expectations