Service Quality Gap Model: Reliance Fresh

GAP 1: Not knowing what GAP-4 Not corresponding performance to

customer expect i.e. what claims. This is due to lack of integrating
are the expectation of Expected Service services marketing communication and
customer of Reliance Fresh Customer Gap ineffective management of customer
which may be due to limited depends on expectation by Reliance Fresh.
marketing research. word of mouth,
personal needs
and past Perceived Service
experience.
CUSTOMER
COMPANY
Service Delivery External
communication to
customers
GAP-3 Not delivering to service
designs and specifications. This
Customer driven service
can be due to scarcity of human design & standards GAP-2 Not selecting the right service
resource insurance plan of design and benchmarks. Reliance Fresh
Reliance Fresh. And may be have a good service design but not
anticipated to failure in meeting reached to that level of criteria to meet all
source and demand. Because of customer prospects.
the huge society of India. Company perception of
consumer expectation