Gaps Model

The Gaps Model, developed by A. Parasuraman and his colleagues, identifies differences between customer expectations and their actual experiences with a service. It highlights five key gaps: 1) between customer expectations and management perceptions, 2) between management perceptions and service quality specifications, 3) between service quality specifications and service delivery, 4) between service delivery and what is promised through marketing, and 5) between customer expectations and their perceived experience. Understanding these gaps helps organizations improve service delivery and better meet customer needs, ultimately enhancing satisfaction and loyalty.