1. MARA UNIVERSITY OF TECHNOLOGY
PAD 252
(INTRODUCTION TO PUBLIC SECTOR QUALITY MANAGEMENT)
STANDARD GAP MODEL
MEMBERS NAME: ALYSHITA BIDER
NORHAINI ASGAN
NAIMA HASIB
NORSURIANE AJAT

2. INTRODUCTION
The Gap model of service quality was developed
by Parasuraman, Berry and Zeithaml (1985),
and more recently described in Zeithaml and
Bitner (2003). It has served as a framework for
research in services marketing, including hos
pitality marketing, for over two decades. The
model identifies four specific gaps leading to a
fifth overall gap between customers’ expectations
and perceived service.

3. WHAT IS STANDARD GAP MODEL?
 Parasuraman: service quality=perception-expectation.
 The second gap-the design gap -
measured by how well the service design
specifications match up to management’s perception of
customer expectations.
 Dependent on management’s belief-
service quality: it is important, possible,
as well as the resources available for the
provision of the service.
 Example: a restaurant manager
may understand customer expectations for being
served within 20 minutes of ordering, but may
not have the resources or the appropriate number
of staff to insure that speed of service.

4.  There are many factors which can increase or decrease
the quality or standard gap:
1.) Goal setting: An organization should more emphasize
on setting the goal to deliver high standard quality rather
than cost reduction or making profit. To set the quality
goal will not only help to improve company performance
but also it will increase the overall control of company
on quality standard such as McDonald and Pizza Hut
has done.
2.)Task standardization :A company should improve their
work method and it should standardize the specific rules
and task and then they should work according to it.
Every company should clarify the job or working task to
its employees and according to the performance of
employees, they should be given regular feedback.

5. PROVIDER GAP 2
CUSTOMER
COMPANY Customer-Driven
Service Designs and
Standards
Gap 2: The Design and Standards
Gap
Company
Perceptions of
Consumer
Expectations

6. KEY FACTORS LEADING TO PROVIDER GAP 2