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The gap view of quality

The gap view of quality. Dr. A. Parasuraman. Valarie Zeithaml . Leonard Berry . GAP. Service delivery. Perception of service. Level of satisfaction. Customer expectations. Disconfirmation Theory. OUTCOME. +5. Delighted. Service better than expected. Service is as expected. Satisfied.

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The gap view of quality

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  1. The gap view of quality Dr. A. Parasuraman Valarie Zeithaml Leonard Berry GAP Service delivery Perception of service Level of satisfaction Customer expectations

  2. Disconfirmation Theory OUTCOME +5 Delighted Service better than expected Service is as expected Satisfied 0 Service worse than expected Dissatisfied -5

  3. Understanding expectations What are your expectations of a train service?

  4. Expectations Ideal - best possible Ideal feasible - given price etc Desirable - want Deserved - ought Minimum tolerable - must Intolerable - should not

  5. Expectations Ideal - best possible Ideal feasible - given price etc Desirable - want Deserved - ought Minimum tolerable - must Intolerable - should not

  6. Expectations Ideal - best possible Ideal feasible - given price etc Desirable - want Deserved - ought Minimum tolerable - must Intolerable - should not

  7. Expectations Ideal - best possible Ideal feasible - given price etc Desirable - want Deserved - ought Minimum tolerable - must Intolerable - should not

  8. Expectations Ideal - best possible Ideal feasible - given price etc Desirable - want Deserved - ought Minimum tolerable - must Intolerable - should not

  9. Expectations Ideal - best possible Ideal feasible - given price etc Expectations - what we believe to be likely Desirable - want Deserved - ought Minimum tolerable - must Intolerable - should not

  10. Gap Model WOM Personal Needs Past Experience Expected service 5 Perceived Service 4 1 External Communication to Customers Service Delivery 3 Service Specifications 2 Management Perceptions of Customer Expectations

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