Gaps model of service quality Essay

The scissures Model of proceedsQualityChapter2-12 The Customer spread head cattle ranch 5 The supplier bed covers perturbation 1 The Listening Gap not knowing what customers predict Gap 2 The Design and Standards Gap not having the right utility designs and standards Gap 3 The slaying Gap not delivering to usefulness standards Gap 4 The Communication Gap not twinned exploit to promises put It All Together Closing the GapsMcGraw-Hill/IrwinCopyright 2009 by The McGraw-Hill Companies, Inc. All rights reserved.Objectives for Chapter 2The Gaps Model of proceeds Quality2-2 Introduce a mannequin, called the gaps model of servicequality, which is used to organize this textbook. Demonstrate that the gaps model is a useful framework for understanding service quality in an organization. Demonstrate that the most diminutive service quality gap to close is the customer gap, the difference in the midst ofcustomer expectations and perceptions. Show that quad gaps that occur in companies, which we call provider gaps, ar responsible for the customer gap. Identify the factors responsible for each of the four provider gaps.2-3The Customer GapGap 5 severalise Factors ledeto the Customer GapCustomerGapGap 52-4CustomerExpectations supplier Gap 1 non knowing what customers expect Provider Gap 2 Not selecting the right service designs and standards Provider Gap 3 Not delivering to service standards Provider Gap 4 Not matching performance to promisesCustomerPerceptions2-5Gaps Model of service of process Quality Customer Gap 5 difference between customer expectations andperceptions Provider Gap 1 (Knowledge Gap) not knowing what customers expect Provider Gap 2 (Service Design & adenine Standards Gap) not having the right service designs and standards Provider Gap 3 (Service Performance Gap) not delivering to service standards Provider Gap 4 (Communication Gap) not matching performance to promises2-6Provider Gap 1CUSTOMERExpectedServicePerceivedServiceCOM PANYGap 1The Listening GapCompanyPerceptions ofConsumerExpectations2-7Key Factors Leading to Provider Gap 12-8Provider Gap 2CUSTOMERCOMPANYCustomer-DrivenService Designs andStandardsGap 2 The Design and StandardsGapCompanyPerceptions ofConsumerExpectations2-9Key Factors Leading to Provider Gap 22-10Provider Gap 3CUSTOMERCOMPANYService DeliveryGap 3The Performance GapCustomer-DrivenService Designs andStandards2-11Key Factors Leading to Provider Gap 32-12Provider Gap 4CUSTOMERCOMPANYGap 4 The CommunicationGap internationalService DeliveryCommunicationsto Customers2-13Key Factors Leading to Provider Gap 42-14Gaps Model of Service Quality5Gap 4Gap 3Gap 1Gap 22-15ship canal to Use Gap Analysis Overall Strategic Assessment How are we doing overall in meeting orexceeding customer expectations? How are we doing overall in closing the fourcompany gaps? Which gaps represent our strengths and whereare our weaknesses?2-16Ways to Use Gap Analysis Specific Service executing Who is the customer? What is the service? Are we consistently meeting/exceedingcustomer expectations with this service? If not, where are the gaps and what changes areneeded? (Examine gaps 1-4 for this particularservice.)