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    Gape Model

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    manishnasha2106
    The GAP model outlines four gaps that can contribute to a service quality gap between a customer's expected and perceived service. Gap 1 is between customer expectations and management perceptions of those expectations. Gap 2 is between management perceptions and how those translate into service standards. Gap 3 is between service standards and the actual service delivered. Gap 4 is between the service delivered and what was promised to customers. The model provides a framework for analyzing factors that influence each gap and improving service quality through marketing, leadership, and systems.

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    Gape Model

    Uploaded by

    manishnasha2106
    20 views3 pages
    The GAP model outlines four gaps that can contribute to a service quality gap between a customer's expected and perceived service. Gap 1 is between customer expectations and management perceptions of those expectations. Gap 2 is between management perceptions and how those translate into service standards. Gap 3 is between service standards and the actual service delivered. Gap 4 is between the service delivered and what was promised to customers. The model provides a framework for analyzing factors that influence each gap and improving service quality through marketing, leadership, and systems.

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    The GAP model outlines four gaps that can contribute to a service quality gap between a customer's expected and perceived service. Gap 1 is between customer expectations and management perceptions of those expectations. Gap 2 is between management perceptions and how those translate into service standards. Gap 3 is between service standards and the actual service delivered. Gap 4 is between the service delivered and what was promised to customers. The model provides a framework for analyzing factors that influence each gap and improving service quality through marketing, leadership, and systems.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    20 views3 pages

    Gape Model

    Uploaded by

    manishnasha2106
    The GAP model outlines four gaps that can contribute to a service quality gap between a customer's expected and perceived service. Gap 1 is between customer expectations and management perceptions of those expectations. Gap 2 is between management perceptions and how those translate into service standards. Gap 3 is between service standards and the actual service delivered. Gap 4 is between the service delivered and what was promised to customers. The model provides a framework for analyzing factors that influence each gap and improving service quality through marketing, leadership, and systems.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 3

    The GAP model

    The Iigure below shows the "GAP" model oI service quality Irom Parasuraman et al. (Zithaml &
    Bitner 1996). This model oIIers an integrated view oI the consumer-company relationship. It is
    based on substantial research amongst a number oI service providers. In common with the
    Grnroos model it shows the perception gap (Gap 5) and outlines contributory Iactors. In this
    case expected service is a Iunction oI word oI mouth communication, personal need and past
    experience, and perceived service is a product oI service delivery and external communications
    to consumers.

    O Parasuraman et al. CAP model (Zeithaml 199)
    owever the GAP model goes Iurther in its analysis oI these key contributory Iactors. It not only
    provides a more rigorous description oI the contributory Gaps, it lists key drivers Ior each gap
    and generic breakdown oI each oI these drivers. These are illustrated below in summary Iorm
    below.
    Gap 1
    O nadequate market research orientation
    O ack of upward communication
    O nsufficient relationship focus
    Gap 2
    O Absence of customer driven standards
    O nadequate service leadership
    O Poor service design
    Gap 3
    O Deficiencies of human resource policies
    O ailure to match supply and demand
    O ustomers not fulfilling roles
    Gap 4
    O neffective management of customer expectations
    O verpromising
    O nadequate horizontal communications
    O ey factors in the CAP model (Zeithaml 199)
    This level oI detail allows powerIul analysis oI the contributory Iactors to a perception gap at a
    practical level. The model shows the importance oI marketing, business leadership quality and
    # systems in the management oI the expectation gap.
    Customer gap: The difference between customer expectations and perceptions - the
    service quality gap.
    O ap 1: The difference between what customers expected and what
    management perceived about the expectation of customers.
    O ap 2: The difference between management's perceptions of customer
    expectations and the translation of those perceptions into service
    quality specifications and designs.
    O ap 3: The difference between specifications or standards of service quality
    and the actual service delivered to customers.
    O ap 4: The difference between the service delivered to customers and the
    promise of the firm to customers about its service quality

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