Gap Model of Service Quality

Definition

The Gap Model of Service Quality is a conceptual framework that identifies the key discrepancies or 'gaps' that can occur between customers' expectations and their perceptions of the actual service delivered. It provides a systematic approach to understanding and improving service quality.

5 Must Know Facts For Your Next Test

1. The Gap Model identifies five key gaps that can lead to a difference between expected and perceived service quality.
2. Gap 1 is the difference between customer expectations and management's perceptions of those expectations.
3. Gap 2 is the difference between management's perceptions of customer expectations and the actual service quality specifications.
4. Gap 3 is the difference between service quality specifications and the actual service delivery.
5. Gap 4 is the difference between the actual service delivery and the service quality communicated to customers.

Review Questions

• Explain the purpose and key components of the Gap Model of Service Quality.
  • The Gap Model of Service Quality is a conceptual framework that identifies the key discrepancies or 'gaps' that can occur between customers' expectations and their perceptions of the actual service delivered. The model consists of five gaps: Gap 1 (between customer expectations and management's perceptions), Gap 2 (between management's perceptions and service quality specifications), Gap 3 (between service quality specifications and actual service delivery), Gap 4 (between actual service delivery and service quality communicated to customers), and Gap 5 (between expected service and perceived service). By understanding and addressing these gaps, organizations can improve their service quality and better align customer expectations with their actual service performance.
• Describe how the Gap Model can be used to identify and address service quality issues.
  • The Gap Model provides a systematic approach to understanding and improving service quality. By identifying the specific gaps between customer expectations and perceptions, organizations can pinpoint the areas where service quality is falling short. For example, Gap 1 suggests that management may not fully understand customer expectations, while Gap 3 indicates issues with service delivery. Once the gaps are identified, organizations can develop targeted strategies to close these gaps, such as improving market research, enhancing employee training, or aligning internal processes with customer needs. By addressing the root causes of service quality gaps, companies can enhance the overall customer experience and better meet or exceed customer expectations.
• Evaluate the potential benefits of using the Gap Model in a service-oriented organization.
  • The Gap Model of Service Quality offers several potential benefits for service-oriented organizations. First, it provides a structured framework for identifying and analyzing the key factors that contribute to service quality gaps, allowing organizations to prioritize and address the most critical issues. Second, by focusing on the discrepancies between customer expectations and perceptions, the model helps organizations better understand the customer's perspective and tailor their service offerings accordingly. Third, the Gap Model can serve as a diagnostic tool, guiding organizations to develop targeted interventions to close the identified gaps, whether it's improving communication, enhancing employee capabilities, or aligning internal processes. Finally, the systematic approach of the Gap Model can lead to continuous improvement in service quality, as organizations continuously monitor and address the evolving needs and expectations of their customers. Overall, the Gap Model offers a comprehensive and actionable approach to enhancing service quality and customer satisfaction.

Related terms

Service Quality: Service Quality refers to the difference between customers' expectations of a service and their perceptions of the actual service performance.

Customer Expectations: Customer Expectations are the standards or reference points that customers use to evaluate the service they receive.

Perceived Service: Perceived Service is the customer's judgment of the actual service performance based on their experience.