1. The Gaps Model of Service Quality
Chapter 2
The Gaps Model of Service Quality
The Customer Gap
The Provider Gaps:
Putting It All Together: Closing the Gaps

2. The Customer Gap

3. Definition of Gap Analysis
Formal means to identify and correct gaps between ________________ levels and ________________ levels of performance
Used by organizations to analyze certain processes of any division of their organization

4. Key Factors Leading to the Customer Gap
Customer Expectations
Customer
Perceptions

5. Gaps Model of Service Quality
________________ :
difference between customer expectations and perceptions
Provider Gap 1 (________________):
not knowing what customers expect
Provider Gap 2 (________________):
not having the right service designs and standards
Provider Gap 3 (________________):
not delivering to service standards
Provider Gap 4 (________________):
not matching performance to promises

6. Company Perceptions of Consumer Expectations
Provider Gap 1
CUSTOMER
Expected Service
Perceived Service
COMPANY
Gap 1:
The Listening Gap
Company Perceptions of Consumer Expectations

7. Key Factors Leading to Provider Gap 1

8. Provider Gap 2 CUSTOMER COMPANY Customer-Driven
Service Designs and Standards
Gap 2: The Design and Standards Gap
Company Perceptions of Consumer Expectations

9. Key Factors Leading to Provider Gap 2

10. Service Designs and Standards
Provider Gap 3
CUSTOMER
Service Delivery
COMPANY
Gap 3: ________________
Customer-Driven
Service Designs and Standards

11. Key Factors Leading to Provider Gap 3

12. Gap 4: The Communication Gap External Communications to Customers
Provider Gap 4
CUSTOMER
Gap 4: The Communication Gap
External Communications to Customers
COMPANY
Service Delivery

13. Key Factors Leading to Provider Gap 4

14. Gaps Model of Service Quality

15. Ways to Use Gap Analysis
Overall Strategic Assessment:
How are we doing overall in ___________________________________?
How are we doing overall in closing the four company gaps?
Which gaps represent our ________________ and where are our ________________?

16. Ways to Use Gap Analysis
Specific Service Implementation
Who is the customer? What is the service?
Are we consistently meeting/exceeding customer expectations with this service?
If not, where are the gaps and what changes are needed? (Examine gaps 1-4 for this particular service.)