Gap 1: Between consumer expectation and management
perception Gap 2: Between management perception and service quality specification Gap 3: Between service quality specification and service delivery Gap 4: Between service delivery and external communication Gap 5: Between expected service and experienced service
Gap 1: Between consumer expectation and management
perception
Use of Portals for food, vegetables and other
consumables which is for public distribution Use of feedbacks out of created networks at the receiving retails of the PDS. Linking of ADHAR card nos. for the entitlement and the actuals received by an intended recipient.
Gap 2: Between management perception and
service quality specification Use of feedbacks on the portals. Use of online customer satisfaction index and service level agreement. Grading system based on the outcome of 2nd point.
Gap 3: Between service quality specification and service
delivery
Capturing of the expectation of the customer.
Using online surveys while designing specifications.
Gap 4: Between service delivery and external
communication
In all communications the promised services can be
highlighted.
Gap 5: Between expected service and experienced
service
This gap happens when the customer misperceive the
service quality Through IT the expected list of services can be circulated and can be made available all the time.