Gap Model of Service Quality

The Gap Model of Service Quality explains how differences or gaps can occur between customer expectations and the actual service delivered. It identifies five key gaps: the difference between what customers want and what management thinks they want; the gap between management’s understanding and service quality specifications; the gap between service standards and actual performance; the gap between performance and what is communicated to customers; and the gap between customer expectations and perceptions of the delivered service. By identifying and addressing these gaps, organizations can improve service quality and better meet customer needs.