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The Service Gap Model

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GAP MODEL: Customer gap is the difference between Customer expectations and perceptions – the Service quality gap. Perceived service quality can be defined as the difference between consumers‘ expectation and Perceptions which eventually depends on the size and the direction of the five major gaps concerning the delivery of service quality on the company‘s side. Customer Gap = f (Gap 1, Gap 2, Gap 3, Gap 4, Gap 5) The magnitude and the direction of each gap will affect the Service quality. For example, Gap 3 will be positive if the supply of a service go beyond the standards of service required by the organization, and it will be unfavourable when the specifications of the service delivered are not met. 1. Provider Gap 1 (The Knowledge …show more content…

SERVICE QUALITY GAP Successful delivery of services is incomplete without the customers as they are often extant at the place where services are delivered. Customers alone can effect whether the supplied service is as per customer defined stipulations or not. Extra customers who are present at the service places can also influence the service negatively or positively. Customers hold diverse expectations for services. A gap is the dissimilarity, disproportion or discrepancy which is determined to be between customer’s perception of firm performance and their prior expectation. Service quality (SQ) supposed by customers is thus as outcome of a evaluation of customers’ expectation (E) of services that the business should offer versus their perception of the performance (P) delivered by the service firm. [3, 4, 7, 8] Service Quality (SQ) = Customer’s Perception (P) – Customer’s Expectations …show more content…

This also means operators will have to put more effort on to provide better services to retain the customers, better services mean the companies will have to set up more mobile phone towers, upgrade their equipment and provide instant rectification of problems so that the subscribers are always able to get connected, surf the internet and make full use of their mobile telephones. There are some additional factors which affect quality of services. These are customer awareness, launch of services by new operators, attractive/aggressive tariff plans, innovative services, VAS offerings, time to resolve disputes etc., In India, several new operators are entering the market and the monthly addition of new subscriber is still very

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