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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.
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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
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The Customer Gap Expected service Customer Gap Perceived service
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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
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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
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Key Factors Leading to the Customer Gap
Customer Expectations Customer Perceptions
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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
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Key Factors Leading to Provider Gap 1 The Knowledge Gap
Customer Expectations Company Perceptions of Customer Expectations
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Key Factors Leading to Provider Gap 2 The Service Design & Standards Gap
Company Perceptions of Customer Expectations Customer-Driven Service Designs and Standards
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Key Factors Leading to Provider Gap 3 The Service Performance Gap
Customer-Driven Service Designs and Standards Gap 3 Service Delivery
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Key Factors Leading to Provider Gap 4 The Communication Gap
Service Delivery External Communications to Customers
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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
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