About this document
Gaps Model for Service Quality is a document available to read on EtoBox.
The document summarizes the Gaps Model of Service Quality. It describes 5 key gaps: (1) the customer gap between expected and perceived service, and (2) four provider gaps that can cause the customer gap - (a) not knowing customer expectations, (b) improper service design/standards, (c) not meeting standards, and (d) promises not matching performance. The model aims to help firms understand and close these gaps to improve service quality and customer satisfaction.
- Language
- EN