The Gap Model

The gap model was first introduced in 1985 by A. Parasuraman, Valarie Zeithaml and
Leonard L. Berry. The model is used to understand customer satisfaction. It helps to find the
gap between the process. So, A new road map could be created to have a better working
process and make the process work effectively and efficiently. There are five different kinds of
gaps that are stated below:
1. The gap between Customer Expectation and Management Perception
2. The gap between Service Quality Specification and Management Perception
3. The gap between Service Quality Specification and Service Delivery
4. The gap between Service Delivery and External Communication
5. The gap between the Expected Service and the Experienced Service.

Digicel Management Gaps

After going through lots of reviews from the customers and the feedback. There are
certain gaps we have found.
Firstly, the gap between expected service and experienced service. Digicel had come up
with a new application for their customers but the people who are using the new interface are
facing issues navigating through the application. So, therefore they may have to work on it
again to make the application more user-friendly or make certain kinds of tutorials to make it
better understandable for their customers (Trustpilot, 2022).

Secondly, the Gap between management perception and customer expectation. They
are kind of struggling to make their application smother. Another issue they are facing with
their chatbot should not be there for a mobile service provider, who is working in the IT sector
because it is kind of hard for each organization to provide 24 hours customer service.
Therefore, the organization takes the help of the chatbot to provide the best customer
satisfaction. There are certain experiences from the customers. Where they receive false
promotions and do not work properly. That creates a kind of dissatisfaction in the market
(Trustpilot, 2022).

23The third Gap between management perception and service quality specification. It is
among the most raised concern from the employee that it is hard to balance work life and
management issues that it rotates very frequently, and it is hard for their employee to give
their best outcomes. It is always the role of the top management to create a working environment for
everyone and have a good work-life balance and the stockholders should have trust in their
management and provide them with time. So, they can show their best outcomes to the stockholders
and their employees (Digicel Reviews, n.d.)

References
Digicel Reviews. (n.d.). Glassdoor. Retrieved November 5, 2022, from

https://www.glassdoor.ca/Reviews/Digicel-Reviews-E243793.htm

Gap Model of Service Quality(5 Gap Model) | Understand your Customer better. (2021,

November 23). Lapaas. https://lapaas.com/gap-model-of-service-quality/

Trustpilot. (2022, October 3). Digicel Group Reviews.

https://ca.trustpilot.com/review/www.digicelgroup.com