The document outlines the dimensions of service quality and the gap model designed by Ashish Singh, highlighting the importance of service performance in meeting functional requirements and customer expectations. Key dimensions include reliability, responsiveness, assurance, empathy, and tangibles, with their relative importance outlined. The gap model, established in 1985, identifies various gaps affecting service delivery, emphasizing that a blend of these dimensions leads to optimal customer satisfaction.

1. Dimensions of Service
Quality and GAP Model
Group One
Created and designed by Ashish Singh

2. Service performance is a matter of making sure that the processes are performing
according to the specifications and making sure that functional requirements are
being met.
Service Performance

3. According to Philip B
Corsby, “Quality is
conformance to
requirements.”
Service Quality

4. Purpose of Service Quality
Profitability
Customer
Retantion
Customer
Satisfaction
Service
Performance
Increased
Market
Share

5. Dimensions of
Service Quality

6. Relative
Importance
Relative Importance
Reliability 30
Responsiveness 25
Assurance 20
Empathy 16
Tangibles 9
30
25
20
16
9

7. 01
Reliability

8. Reliability
Performing services right the
first time.
Providing services on time or
sooner.
Handling customers' service
problems in a consistent and
dependable way.
Keeping informed about when
services will be performed.

9. 02
Responsiveness

10. Responsiveness
Willingness to help
Readiness to respond to customers'
requests
Prompt service to customers
Prompt response to customers’
requests

11. 03
Assurance

12. • Staff who are consistently welcoming and courteous to
customers.
• Staff who have the knowledge to answer customer questions
• Staff who are able instil confidence in customers by being
confident themselves.
• Making customers feel safe in their transactions with the
service
Assurance

13. Tangibles
04

14. Modern equipment and visually appealing facilities.
Well-presented products and take-ways as part of the service
offer.
Branded and visually appealing materials associated with the
service
Tangibles

15. Empathy
05

16. Empathy
• Giving customers individual and engaged attention.
• Staff who deal with customers in a caring fashion.
• Having the customer’s best interest at heart and helping
them meet their objectives.
• Staff who get to understand the needs of their customers.

17. GAP
Model

18. 1. Customer Gap
2. Knowledge Gap
3. Policy Gap
4. Delivery Gap
5. Communication Gap
GAP MODEL WAS ESTABLISHED 1985

19. Conclusion
o Service not only service oriented business.
o Blend of all dimensions, makes a perfect offering.
o Gap model as a tool to live up to customer expectation.

20. Thank you
Any Questions?
Created and designed by Ashish Singh