Gap Model

The Gap Model, also known as the Serv qual model, is a framework used to understand the difference between customer expectations and their actual experiences with a service. It identifies five key gaps that can lead to dissatisfaction: the gap between what customers expect and what management thinks they expect; the gap between management’s perception and the service provided; the gap between service delivery and external communications; and the gap between expected service and perceived service. By addressing these gaps, businesses can improve customer satisfaction and enhance service quality.