5 service gaps perceived by the sellers are:

1. Gap between consumer expectation and management perception

Management's perception was that the sellers need a platform where they can
establish relationships with the market segment but seller (broker) treated such
websites only as medium to attract consumers and focus mainly on their leads and
the profit. So, there is a conflict between what the seller expects and what the
company is actually providing.

2. Gap between management perception and service quality specification

Housing.com has found the need for authenticity and transparency, which was
missing previously but the process through which this things will take place was
taking more time and more tedious. It was expected that by overcoming various
problems, housing.com will solve all the issues and will able to serve their
consumer better, but the seller/dealer who are expected to get more leads and
inquiries, not able to get enough and they are not willing to renew the subscription.

3. Gap between service quality specifications and service delivery.

Housing.com was perceived as any other real estate website but innovations in
their service like authenticity, transparent, online rental agreement, and customized
loan to finance their purchase makes it more user friendly. But the service delivery
for the same is long and more tedious, as company data collector visits the property
and took photographs of the property. It took another 24 hours to list the property
on the website. Also, the house owner also not happy with their property images on
the website and they are not getting enough inquires and leads.

4. Gap between service delivery and external communications

5. Gap between perceived and expected service

With the core focus on innovation in services that housing.com is providing based on consumer
insights, novel product and a three-dimensional view of every property listed made it consumer
oriented. Many sellers or dealers had been very enthusiastic during initial interaction with the
website and also providing value added service like online rental agreement and customized loan
to finance their purchase but the company not able to provide the basic solution to its seller i.e.
the number of inquiries and leads and this whole process is long and tedious.