Gaps Model of service selections

The Gaps Model of Service Quality, developed by Parasuraman, Zeithaml, and Berry, is a framework that identifies the key gaps that can occur in the delivery of a service. These gaps are:

Gap 1: The gap between customer expectations and management perceptions of those expectations. This gap can occur when management does not understand or accurately assess customer expectations.

Gap 2: The gap between management perceptions of customer expectations and service quality specifications. This gap can occur when management fails to translate customer expectations into specific service quality specifications.

Gap 3: The gap between service quality specifications and service delivery. This gap can occur when the service provider fails to deliver the service as specified.

Gap 4: The gap between service delivery and external communications. This gap can occur when the service provider’s communication with customers does not accurately reflect the service delivered.

Gap 5: The gap between expected service and perceived service. This gap can occur when customers perceive the service delivered to be different from what they expected.

Each of these gaps can result in a breakdown in the service delivery process and lead to customer dissatisfaction. In order to address these gaps and improve service quality, service providers must identify and address the root causes of each gap.

By addressing these gaps, service providers can improve customer satisfaction, loyalty, and retention. The Gaps Model is a useful framework for service providers to use when assessing and improving their service delivery processes.