Dimensions of service quality and GAP Model

1. DIMENSIONS OF
SERVICE QUALITY
AND GAP MODEL

2. DIMENSIONS OF SERVICE QUALITY
TANGLIBILITY RELIABILITY
RESPONSIVENESS
ASSURANCE
EMPATHY

3. TANGILIBILITY
- Appearance of Physical
Facilities
- Equipment
- Personnel
- Communication Materials
01
RELIABILITY
- Providing services right
- Delivering services on time
- Keeping promises about
delivery, pricing, outcomes etc.
02
RESPONSIVENESS
- Willingness to help customers
- Readiness to respond to
complaints/ querries
03

4. ASSURANCE
- Ability to convey
trust and confidence
- Demonstrate
knowledge
04
EMPATHY
- Care and attention
given to customers.
- Having customers’
best interest at heart.
- Those who feel like
they are not receiving
proper attention might
leave.
05

5. GAP MODEL

6. Knowledge Gap
GAP 1:
Gap between
Management
Perception
and Customer
Expectation
Policy Gap
GAP 2:
Gap between
Management
Perception
and Actual
Specification
of Customer
Experience
Delivery Gap
GAP 3:
Gap between
Experience
Specification
to Delivery of
the
Experience
Communication
Gap
GAP 4:
Gap between
Delivery of
the
Experience
and External
Communicati
on
Customer Gap
GAP 5:
Gap between
Consumer’s
Perception of
the
Experience
and
Customer’s
Expectation
of the Service