The Gaps Model of Service Quality

The Gaps Model of Service Quality identifies where service providers may fall short in meeting customer expectations. It highlights five key gaps: differences between customer expectations and management perceptions, gaps in service quality standards, gaps in actual service delivery, and gaps in communication about services. By understanding and addressing these gaps, companies can improve the overall customer experience, ensuringthe service matches what customers want and expect. Essentially, it’s a framework to identify and fix specific areas where service quality may be lacking.