The Gaps Model of Service Quality

1. Chapter 2 The Gaps Model of Service Quality The Customer Gap The Provider Gaps: Gap 1 – not knowing what customers expect Gap 2 – not having the right service designs and standards Gap 3 – not delivering to service standards Gap 4 – not matching performance to promises Putting It All Together: Closing the Gaps

2. Figure 2.1The Customer Gap Expected service Customer Gap Perceived service

3. Gaps Model of Service Quality • Customer Gap: • difference between customer expectations and perceptions • Provider Gap 1 (The _________________ Gap): • not knowing what customers expect • Provider Gap 2 (The Service __________________ Gap): • not having the right service designs and standards • Provider Gap 3 (The Service _______________ Gap): • not delivering to service standards • Provider Gap 4 (The ____________________ Gap): • not matching performance to promises

4. Customer Gap Key Factors Leadingto the Customer Gap Customer Expectations Customer Perceptions

5. Gap 1 Figure 2.2 Key Factors Leading to Provider Gap 1 Customer Expectations Company Perceptions of Customer Expectations

6. Gap 2 Figure 2.3Key Factors Leading to Provider Gap 2 Customer-Driven Service Designs and Standards Management Perceptions of Customer Expectations

7. Gap 3 Figure 2.4Key Factors Leading to Provider Gap 3 Customer-Driven Service Designs and Standards Service Delivery

8. Gap 4 Figure 2.5Key Factors Leading to Provider Gap 4 Service Delivery External Communications to Customers

9. Figure 2.6Gaps Model of Service Quality Expected Service CUSTOMER Customer Gap Perceived Service External Communications to Customers COMPANY Service Delivery Gap 4 Gap 3 Customer-Driven Service Designs and Standards Gap 1 Gap 2 Company Perceptions of Consumer Expectations

10. Conclusion • Think about a service you receive. Is there a gap between your expectations and perceptions of that service? What do you expect that you do not receive? • Which of the four provider gaps is hardest to close? Why?