Gap Model of Service Quality

Jatinder kaur
Assistant professor
Service marketing
MS217
 Introduction Of Topic
• The GAP Model was first proposed by A. Parasuraman,
Valarie Zeithaml and Leonard L. Berry in 1985.
•  The GAP Model of Service Quality helps the company to
understand the Customer Satisfaction. In-Service Industry,
the GAP Model is widely used to understand the various
deviations that are occurring in the process of service
delivery to potential customers.
• GAP Model creates a roadmap for the overall service
delivery process and identifies the gap between the processes
so that the complete model works efficiently and effectively.
This helps the service providers to map the inefficiency that
is occurring in the service delivery process.
The GAP Model of Service quality helps to identify the gaps
between the perceived service and the expected service. Five
Gaps occur in the Service Delivery Process. They are:
• The gap between Customer Expectation and Management
Perception
• The gap between Service Quality Specification and
Management Perception
• The gap between Service Quality Specification and
Service Delivery
• The gap between Service Delivery and External
Communication
• The gap between the Expected Service and Experienced
Service.
GAP Model