SERVICE QUALITY

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SERVICE QUALITY THE GAPS MODEL
Chapter 2 Zeithaml
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SERVQUAL DIMENSIONS
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An Example
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CUSTOMER GAP
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CUSTOMER GAP

• The Difference between Customer Perceptions
  Expectations

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PROVIDER GAP 1

• Not Knowing What Customers Expect

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PROVIDER GAP 2

• Not Selecting the Right Service Designs
  Standards

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PROVIDER GAP 3

• Not Delivering to Service Standards

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PROVIDER GAP 4

• Not Matching Performance to Promises

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GAPS MODEL OF SERVICE DELIVERY
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Key Factors Leading to Customer Gap
Service Marketing, Valarie A. Zeithaml Mary
Jo Bitner
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Key Factors Leading to Provider Gap 1
Customer Expectations
ProviderGAP 1
Company Perceptions of Customer Expectations
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Key Factors Leading to Provider Gap 1
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Key Factors Leading to Provider Gap 2
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Key Factors Leading to Provider Gap 2

• Inappropriate Physical Evidence Servicescape
• Failure to develop tangibles in line with
  customer expectations
• Servicescape design that does not meet
  customer and employee needs
• Inadequate maintenance and updating of the
  servicescape

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Key Factors Leading to Provider Gap 3
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Key Factors Leading to Provider Gap 3
Customer-Driven Service Designs Standards
Service Delivery
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Key Factors Leading to Provider Gap 4
Service Delivery

• Lack of Integrated Services Marketing
  Communications Tendency to view each external
  communication as independent Absence of
  interactive marketing in communications
  plan Absence of strong internal marketing
  program
• Ineffective Management of Customer
  Expectations Absence of customer expectation
  management through all forms of
  communication Lack of adequately education for
  customers

External Communications to Customers
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Key Factors Leading to Provider Gap 4