The Gaps Model of Service Quality – ppt download
Presentation on theme: “The Gaps Model of Service Quality”— Presentation transcript:
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The Gaps Model of Service Quality
Chapter The Gaps Model of Service Quality 2 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
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Figure 2.6 Gaps Model of Service Quality
Expected Service CUSTOMER Customer Gap Perceived Service COMPANY External Communications to Customers Service Delivery Gap 4 Gap 3 Gap 1 Customer-Driven Service Designs and Standards Gap 2 Company Perceptions of Consumer Expectations
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Figure 2.1 The Customer Gap
Expected service Customer Gap Perceived service
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Gaps Model of Service Quality
Customer Gap: difference between customer expectations and perceptions Provider Gap 1 (The Knowledge Gap): not knowing what customers expect Provider Gap 2 (The Service Design & Standards Gap): not having the right service designs and standards Provider Gap 3 (The Service Performance Gap): not delivering to service standards Provider Gap 4 (The Communication Gap): not matching performance to promises
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Key Factors Leading to the Customer Gap
Customer Expectations Customer Perceptions
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Figure 2.2 Key Factors Leading to Provider Gap 1
Customer Expectations Company Perceptions of Customer Expectations
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Figure 2.3 Key Factors Leading to Provider Gap 2
Customer-Driven Service Designs and Standards Management Perceptions of Customer Expectations
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Figure 2.4 Key Factors Leading to Provider Gap 3
Customer-Driven Service Designs and Standards Gap 3 Service Delivery
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Figure 2.5 Key Factors Leading to Provider Gap 4
Service Delivery External Communications to Customers
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Figure 2.6 Gaps Model of Service Quality
Expected Service CUSTOMER Customer Gap Perceived Service COMPANY External Communications to Customers Service Delivery Gap 4 Gap 3 Gap 1 Customer-Driven Service Designs and Standards Gap 2 Company Perceptions of Consumer Expectations
