A presentation on the gaps model explained with an analogy.

1. GAPS MODEL OF SERVICES MARKETING
Submitted by:
Nikita Agrawal
Rohan S Telang
Ankita Agrawal
Vandana Puttaparthi

2. Hiii…!!!
I want the cab
immediately..!!
2

3. No Cabs available
at the moment..!
Last time also I was
late, and she was angry.
They never provide cabs
on time !
3

4. I want the cab
immediately..!!
Last time also I was
late, and she was
angry. They never
provide the cab on
time.
EXPECTED
SERVICE
PERCIEVED
SERVICE
GAP 5
4

5. My customers
want the best-
priced cab service.
I want the cab
immediately..!!
EXPECTED
SERVICE
COMPANY’S
PERCEPTION OF
CUSTOMER’S
EXPECTATIONS
GAP 1
5

6. Arghhh..!! Such
a long booking
process…!!!
My Customers
want the cab
immediately..!!
Arghhh..!! The
app takes so
long to load…!!!
Where is the
driver’s number??
I have to wait for
him to call…!!!
Take right…
now left… errrr,
why don’t you
have GPS !!
Customer’s
Expectations well
understood
Failure in
designing of the
process
Gap 2
6

7. The driver is
taking so much
time ! She will
be angry
My Customers
want the cab
immediately..!!
Why can’t you
understand my
GPS location?
Wat the ** !
He cancelled the
ride..! What book
again now??
Customer’s
Expectations
understood and
designed
Failure in proper
delivery of
service
Gap 3
7

8. It’s already been
10 minutes.
Where is the
damn cab??
My customers will
get the cab
delivered within 5
minutes.
Customer’s
Expectations
understood, designed
and over-promised.
Under delivered
Gap 4
8

9. The cab is
finally here.
The cab arrived in
4 minutes, 23
seconds.
Customer’s Expectations
understood, designed
and delivered
Not
communicated
Gap 4
9

10. I want the cab
immediately..!!
They never provide
the cab on time.
EXPECTED
SERVICE
PERCIEVED
SERVICE
GAP 5
10