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1. The Gaps Model of Service Quality

2. The Customer Gap Difference between customer expectations and perceptions

4. Key Factors Leading to the Customer Gap Customer Expectations Customer Perceptions Customer Gap

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. Key Factors Leading to Provider Gap 1

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. Key Factors Leading to Provider Gap 2

9. Provider Gap 3 : The Performance Gap CUSTOMER COMPANY Service Delivery Gap 3: The Performance Gap Customer-Driven Service Designs and Standards

10. Key Factors Leading to Provider Gap 3

11. Provider Gap 4 : The Communication Gap CUSTOMER COMPANY External Communications to Customers Gap 4: The Communication Gap Service Delivery

12. Key Factors Leading to Provider Gap 4

13. Gaps Model of Service Quality