The Gaps Design of Service
Quality
Chapter2-1
2
The Client Space Gap 5
The Company Gaps:
Gap 1 The Listening Gap
not knowing what consumers expect
Space 2 The Design and Standards Space
not having the best service designs and requirements
Space 3 The Efficiency Space
not providing to service requirements
Space 4 The Interaction Gap
not matching efficiency to promises
Putting It All Together: Closing the Gaps
McGraw-Hill/Irwin
Copyright © 2009 by The McGraw-Hill Business, Inc. All rights scheduled.
Objectives for Chapter 2:
The Gaps Model of Service Quality
2-2
Introduce a framework, called the spaces model of service
quality, which is utilized to organize this textbook.
Show that the spaces model is a beneficial structure for comprehending service quality in a company.
Demonstrate that the most important service quality gap to close is the client space, the distinction between
consumer expectations and perceptions.
Program that four spaces that take place in business, which we call supplier gaps, are accountable for the consumer gap.
Identify the aspects accountable for each of the 4 company spaces.
2-3
The Customer Gap
Gap 5
Key Factors Leading
to the Customer Gap
Customer
GapGap 5
2-4
Customer
Expectations
Provider Gap 1: Not knowing what customers expect
Provider Gap 2: Not selecting the right service designs and standards Provider Gap 3: Not delivering to service standards
Provider Gap 4: Not matching performance to promises
Customer
Perceptions
2-5
Gaps Model of Service Quality
Customer Gap 5:
difference between customer expectations and
perceptions
Provider Gap 1 (Knowledge Gap):
not knowing what customers expect
Provider Gap 2 (Service Design & Standards Gap):
not having the right service designs and standards
Provider Gap 3 (Service Performance Gap):
not delivering to service standards
Provider Gap 4 (Communication Gap):
not matching performance to promises
2-6
Provider Gap 1
CUSTOMER
Expected
Service
Perceived
Service
COMPANY
Gap 1:
The Listening Gap
Company
Perceptions of
Consumer
Expectations
2-7
Key Factors Leading to Provider Gap 1
2-8
Provider Gap 2
CUSTOMER
COMPANY
Customer-Driven
Service Designs and
Standards
Gap 2: The Design and Standards
Gap
Company
Perceptions of
Consumer
Expectations
2-9
Key Factors Leading to Provider Gap 2
2-10
Provider Gap 3
CUSTOMER
COMPANY
Service Delivery
Gap 3:The Performance Gap
Customer-Driven
Service Designs and
Standards
2-11
Key Factors Leading to Provider Gap 3
2-12
Provider Gap 4
CUSTOMER
COMPANY
Gap 4: The Communication
Gap
External
Service Delivery
Communications
to Customers
2-13
Key Factors Leading to Provider Gap 4
2-14
Gaps Model of Service Quality
5
Gap 4
Gap 3
Gap 1
Gap 2
2-15
Ways to Use Gap Analysis
Overall Strategic Assessment:
How are we doing overall in meeting or
exceeding customer expectations?
How are we doing overall in closing the four
company gaps?
Which gaps represent our strengths and where
are our weaknesses?
2-16
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.)
