GAP 1: Gap between consumer expectation and management perception: arises when the management or service provider does

not correctly perceive what the customers wants or needs. GAP 2 : Gap between management perception and service quality specification: this is when the management or service provider might correctly perceive what the customer wants, but may not set a performance standard. GAP 3: Gap between service quality specification and service delivery: may arise pertaining to the service personnel. This could arise due to there being poor poo training, incapability or unwillingness to meet the set service standard. GAP 4 : Gap between service delivery and external communication: consumer expectations are highly influenced by statements made by company representatives and advertisements. The gap gap arises when these assumed expectations are not fulfilled at the time of service delivery. GAP 5: Gap between expected service and experienced service: this gap arises when the consumer misinterprets the service quality.

Gap 1

Inadequate market research orientation

Gap 2

Lack of upward communication

Insufficient relationship focus

Absence of customer driven standards

Gap 3

Inadequate service leadership

Poor service design

Deficiencies of human resource policies

Gap 4

Failure to match supply and demand

Customers not fulfilling roles

Ineffective management of customer expectations

Overpromising

Inadequate horizontal communications