The Gaps Model of Service Quality
The Customer Gap Difference between customer expectations and perceptions
The Customer Gap <ul><li>Customer Expectations  :  standards or reference points that customers bring into the service are...
Key Factors Leading to the Customer Gap Customer  Expectations Customer  Perceptions Customer Gap
Provider Gap 1 : The Listening Gap / Knowledge Gap Company Perceptions of Consumer Expectations Expected Service CUSTOMER ...
Key Factors Leading to Provider Gap 1
Provider Gap 2 : The Design and Standards Gap CUSTOMER COMPANY Gap 2: The Design and Standards Gap Customer-Driven Service...
Key Factors Leading to Provider Gap 2
Provider Gap 3 : The Performance Gap CUSTOMER COMPANY Service Delivery Gap 3: The Performance Gap Customer-Driven Service ...
Key Factors Leading to Provider Gap 3
Provider Gap 4 : The Communication Gap CUSTOMER COMPANY External Communications to Customers Gap 4: The Communication Gap ...
Key Factors Leading to Provider Gap 4
Gaps Model of Service Quality
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Chap02 gaps model

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Chap02 gaps model

  1. 1. The Gaps Model of Service Quality
  2. 2. The Customer Gap Difference between customer expectations and perceptions
  3. 3. The Customer Gap <ul><li>Customer Expectations : standards or reference points that customers bring into the service area. </li></ul><ul><li>Customer Perceptions : are assessments of actual service experiences. </li></ul><ul><li>To close all important customer gap, model suggests four other gaps – the provider gaps – which occur within the service organizations & need to be closed. </li></ul>
  4. 4. Key Factors Leading to the Customer Gap Customer Expectations Customer Perceptions Customer Gap
  5. 5. Provider Gap 1 : The Listening Gap / Knowledge Gap Company Perceptions of Consumer Expectations Expected Service CUSTOMER COMPANY Gap 1: The Listening Gap Perceived Service
  6. 6. Key Factors Leading to Provider Gap 1
  7. 7. Provider Gap 2 : The Design and Standards Gap CUSTOMER COMPANY Gap 2: The Design and Standards Gap Customer-Driven Service Designs and Standards Company Perceptions of Consumer Expectations
  8. 8. Key Factors Leading to Provider Gap 2
  9. 9. Provider Gap 3 : The Performance Gap CUSTOMER COMPANY Service Delivery Gap 3: The Performance Gap Customer-Driven Service Designs and Standards
  10. 10. Key Factors Leading to Provider Gap 3
  11. 11. Provider Gap 4 : The Communication Gap CUSTOMER COMPANY External Communications to Customers Gap 4: The Communication Gap Service Delivery
  12. 12. Key Factors Leading to Provider Gap 4
  13. 13. Gaps Model of Service Quality
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