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The Gaps Model of Service Quality

Chapter 2. The Gaps Model of Service Quality. The Customer Gap The Provider Gaps: Putting It All Together: Closing the Gaps . The Customer Gap. Definition of Gap Analysis.

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The Gaps Model of Service Quality

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  1. Chapter 2 The Gaps Model of ServiceQuality • The Customer Gap • The Provider Gaps: • Putting It All Together: Closing the Gaps

  2. The Customer Gap

  3. Definition of Gap Analysis • Formal means to identify and correct gaps between ________________ levels and ________________ levels of performance • Used by organizations to analyze certain processes of any division of their organization

  4. Customer Gap Key Factors Leadingto the Customer Gap Customer Expectations Customer Perceptions

  5. Gaps Model of Service Quality • ________________ : • difference between customer expectations and perceptions • Provider Gap 1 (________________): • not knowing what customers expect • Provider Gap 2 (________________): • not having the right service designs and standards • Provider Gap 3 (________________): • not delivering to service standards • Provider Gap 4 (________________): • not matching performance to promises

  6. Provider Gap 1 CUSTOMER Expected Service Perceived Service COMPANY Gap 1: The Listening Gap Company Perceptions of Consumer Expectations

  7. Key Factors Leading to Provider Gap 1

  8. Provider Gap 2 CUSTOMER Customer-Driven Service Designs and Standards COMPANY Gap 2: The Design and Standards Gap Company Perceptions of Consumer Expectations

  9. Key Factors Leading to Provider Gap 2

  10. Provider Gap 3 CUSTOMER Service Delivery COMPANY Gap 3: ________________ Customer-Driven Service Designs and Standards

  11. Key Factors Leading to Provider Gap 3

  12. Provider Gap 4 CUSTOMER Gap 4: The Communication Gap External Communications to Customers Service Delivery COMPANY

  13. Key Factors Leading to Provider Gap 4

  14. Gaps Model of Service Quality

  15. Ways to Use Gap Analysis • Overall Strategic Assessment: • How are we doing overall in ___________________________________? • How are we doing overall in closing the four company gaps? • Which gaps represent our________________and where are our ________________?

  16. Ways to Use Gap Analysis • Specific Service Implementation • Who is the customer? What is the service? • Are we consistently meeting/exceeding customer expectations with this service? • If not, where are the gaps and what changes are needed? (Examine gaps 1-4 for this particular service.)

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