Gaps Model of Service Delivery

Gaps Model of Service Delivery

The Gaps Model of Service Delivery is a conceptual framework that identifies the gaps or discrepancies that can occur during the service delivery process. It was developed by A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry in 1985.

The 5 Gaps:

Gap 1: The Customer Expectation Gap

• The difference between customer expectations and management perceptions of customer expectations
• Occurs when management misunderstands customer expectations

Gap 2: The Service Quality Specification Gap

• The difference between management perceptions and service quality specifications
• Occurs when management fails to set adequate service quality standards

Gap 3: The Service Delivery Gap

• The difference between service quality specifications and the actual service delivered
• Occurs when employees fail to meet service quality standards

Gap 4: The Communication Gap

• The difference between the actual service delivered and what is communicated to customers
• Occurs when there is a mismatch between what is promised and what is delivered

Gap 5: The Perceived Service Quality Gap

• The difference between customer expectations and their perceptions of the service received
• Occurs when customers are dissatisfied with the service received

Implications:

• Identifying and addressing these gaps can help organizations improve service quality and customer satisfaction
• Understanding the gaps can help organizations to develop targeted strategies to close the gaps and improve service delivery

Gaps Model of Service Delivery

Overview

• Developed by A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry in 1985
• Identifies gaps or discrepancies in the service delivery process

The 5 Gaps

Gap 1: Customer Expectation Gap

• Difference between customer expectations and management perceptions of customer expectations
• Occurs when management misunderstands customer expectations

Gap 2: Service Quality Specification Gap

• Difference between management perceptions and service quality specifications
• Occurs when management fails to set adequate service quality standards

Gap 3: Service Delivery Gap

• Difference between service quality specifications and actual service delivered
• Occurs when employees fail to meet service quality standards

Gap 4: Communication Gap

• Difference between actual service delivered and what is communicated to customers
• Occurs when there is a mismatch between what is promised and what is delivered

Gap 5: Perceived Service Quality Gap

• Difference between customer expectations and their perceptions of the service received
• Occurs when customers are dissatisfied with the service received

Implications

• Identifying and addressing these gaps can help organizations improve service quality and customer satisfaction
• Understanding the gaps can help organizations develop targeted strategies to close the gaps and improve service delivery

A conceptual framework identifying gaps in the service delivery process, developed by A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry in 1985. It highlights the discrepancies that can occur during service delivery.