Integrated gaps model of service quality

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Integrated gaps model of service quality

  1. 1. INTEGRATED GAPS MODEL OF SERVICE QUALITY Closing the Gap Between Customer andGroup 5 Service Providers
  2. 2. Gaps Model of Service Customer GAP 1 GAP 2 GAP 3 GAP 4 Service Delivered Expectation GAP 1 :Not knowing what the customers expect GAP 2: Not selecting the right service design & standards GAP 3: Not Delivering to service standards GAP 4: Not matching performance to promises
  3. 3. CUSTOMER Expected Service Custome r Gap Perceived Service EXTERNAL Service Delivery CommunicationsGap 1 Gap 4 to customers Gap 3 Customer-driven service design & standards Gap 2 Company perceptions of Consumer expectations COMPANY / SERVICE PROVIDER
  4. 4. GAP Not Knowing What Customers1: Expect Customer Expectation Inadequate Market Research Orientation Lack of Upward Communication Insufficient Relationship Focus Inadequate Service Recovery MechanismsCompany Perceptions of Customer Expectations
  5. 5. GAP Not Having the Right Service2: Quality Design & StandardsCustomer – Driven service designs and standards Poor Service Design Absence of customer-defined standards Inappropriate physical evidence and ‘Servicescape’ Management Perceptions of Customer Expectations
  6. 6. GAP Not Delivering to Service3: Standards Service Delivery Deficiencies in human resource policies Failure to match supply and demand Customers not fulfilling roles Problems with service intermediariesCustomer driven service designs and standards
  7. 7. GAP Not matching Performance to4: Promises Service Delivery Lack of integrated services marketing communications Ineffective management of customer expectations Overpromising Inadequate horizontal communications External communications to customers
  8. 8. THANK YOU

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