What is the Gap Model of Service Quality? Describe the five gaps and give examples of each.
What will be an ideal response?
The basis of the gap model is the identification and measurement of differences in five key areas of the service delivery process. The model is divided by a horizontal line, with the area below the line representing the provider side of the service encounter and the area above the line representing the customer side.
The gaps are:
Gap 1: Management's Perceptions of Customer Service Expectations versus Actual Customer Expectations of Service
Gap 2: Management's Perceptions of Customer Service Expectations versus the Actual Service Quality Specifications Developed
Gap 3: Actual Service Quality Specifications versus Actual Service Delivery
Gap 4: Actual Service Delivery versus What the Firm Communicates It Delivers
Gap 5: Perceived Service by Customers versus Actual Customer Expectations of Service
Examples will vary.
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