The Gap Model of Service Quality

The Gap Model of Service Quality identifies the differences (or gaps) between customer expectations and their actual service experiences. It consists of five key gaps: the difference between what customers expect and what management believes they expect, the gap between management’s perceptions and the service quality specifications, the gap between service specifications and the actual service delivered, and finally, the gap between what customers perceive and what was provided. By understanding and addressing these gaps, organizations can improve service quality, ultimately enhancing customer satisfaction and loyalty.