Think about a service you receive.

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Presentation transcript:

Think about a service you receive. Is there a gap between your expectations and perceptions of that service? What do you expect that you do not receive? I wish my oil change service could be done at my home, or where I work, so that I would not have to drive to a specific location and wait in line. I wish my bank would …. I wish my dry cleaning service would pick up clothes from my home and deliver them to my home.

Gaps Model of Service Quality Expected Service CUSTOMER Customer Gap Perceived Service COMPANY External Communications to Customers Service Delivery Gap 4 Gap 3 Gap 1 Customer-Driven Service Designs and Standards Gap 2 Company Perceptions of Consumer Expectations

The Customer Gap Expected service Customer Gap Perceived service

Gaps Model of Service Quality Customer Gap: difference between customer expectations and perceptions Provider Gap 1 (The Knowledge Gap): not knowing what customers expect, want, need Provider Gap 2 (The Service Design & Standards Gap): not having the right service designs and standards Provider Gap 3 (The Service Performance Gap): not delivering to service standards Provider Gap 4 (The Communication Gap): not matching performance to promises

Gaps Model of Service Quality Expected Service CUSTOMER Customer Gap Perceived Service COMPANY External Communications to Customers Service Delivery Gap 4 Gap 3 Gap 1 Customer-Driven Service Designs and Standards Gap 2 Company Perceptions of Consumer Expectations

Key Factors Leading to the Customer Gap Customer Expectations Customer Perceptions

Gaps Model of Service Quality Expected Service CUSTOMER Customer Gap Perceived Service COMPANY External Communications to Customers Service Delivery Gap 4 Gap 3 Gap 1 Customer-Driven Service Designs and Standards Gap 2 Company Perceptions of Consumer Expectations

Key Factors Leading to Provider Gap 1 The Knowledge Gap Customer Expectations Company Perceptions of Customer Expectations

Key Factors Leading to Provider Gap 2 The Service Design & Standards Gap Company Perceptions of Customer Expectations Customer-Driven Service Designs and Standards

Key Factors Leading to Provider Gap 3 The Service Performance Gap Customer-Driven Service Designs and Standards Gap 3 Service Delivery

Key Factors Leading to Provider Gap 4 The Communication Gap Service Delivery External Communications to Customers

Gaps Model of Service Quality Expected Service CUSTOMER Customer Gap Perceived Service COMPANY External Communications to Customers Service Delivery Gap 4 Gap 3 Gap 1 Customer-Driven Service Designs and Standards Gap 2 Company Perceptions of Consumer Expectations