The Gap Model

The Gap Model, developed by A. Parasuraman and colleagues, identifies the differences between customer expectations and the actual service they receive. It highlights five key gaps that can cause customer dissatisfaction: the gap between what customers expect and what managers think they expect; the gap between managers’ perceptions and service quality specifications; the gap between specifications and actual service delivery; the gap between what’s delivered and what customers perceive; and the gap between perceived service and expected service. By understanding and addressing these gaps, organizations can improve customer satisfaction and enhance service quality.