Gap Model of Service Quality

Gap Model of Service Quality

Gap Model of Service Quality consists of the following gaps:

Gap 1: customer expectation – management perception gap: the difference between the service the customer expects and the service level the supplier thinks that customer wants.

Gap 2: management perception-service standard gap: the difference between the service specification that is set and the supplier management assessment of customer service requirements.

Gap 3: service standard-service delivery gap: the difference between the actual service that is provided and the planned level of service based on the service specification that has been set.

Gap 4: service delivery-external communication gap: the difference between the actual service that is provided and the promised level of service that was communicated to the customer.

Gap 5: actual service – perceived service gap: the difference between the service that the supplier is providing and the service that the customer thinks is being received.