A

PRESENTATION ON
THE GAP MODEL OF
‘SUJATA MINIPLEX’

PRESENTED BY :
06
09
35
S-03
S-06
S-16
GAP MODEL of service quality
 GAP 1: Knowledge Gap

Difference between customers expected

services and managements perception
about the customers expectations
 CUSTOMERS EXPECTATIONS

 Timely start of the movie

 Good audio visual experience
 Seating arrangement with plenty of legroom
 more than one counter for tickets in case of
crowd
 Parking with ease
 Cleanliness
 Adequate security
 GAP 2 : Standard Gap

DIFFERENCE BETWEEN
MANAGEMENTS PERCEPTION OF
CUSTOMER EXPECTATIONS AND THE
TRANSLATION OF THOSE PERCEPTIONS
INTO SERVICE QUALITY
SPECIFICATIONS AND DESIGNS
 Security
 Regular cleaning
 Adequate seating capacity and comfort
 Food quality w.r.t. Price
 Parking space
 GAP 3 : Delivery GAP

DIFFERENCE BETWEEN
SPECIFICATIONS & STANDARDS
OF SERVICE QUALITY AND THE
ACTUAL SERVICE DELIVERED
TO CUSTOMERS
 availability of food in morning shows
 trained employees
 one counter is not enough
 regular cleaning
 operation time delay
 not able to tackle the crowd
GAP 4:Communication GAP

DIFFERENCE BETWEEN SERVICE

DELIVERED TO CUSTOMERS
AND THE PROMISE OF THE FIRM
TO CUSTOMERS ABOUT ITS
SERVICE QUALITY
 not showing the latest movies

 Overpromising by charging high price

 CLOSING THE GAP

 The picture and sound quality should be of high

quality
 Seats should be comfortable
 Toll free no. should be enabled
 Trained and responsible staff
 Adequate security
 Spacious parking
 Increased interaction between the customer &
the management
THANK YOU