Gaps model of service quality Essay

The Gaps Model of Service Quality Chapter2-1 2 ï‚ § The Customer Gap – Gap 5 ï‚ § The Provider Gaps: ï‚ § Gap 1 – The Listening Gap ï‚ § not knowing what customers expect ï‚ § Gap 2 – The Design and Standards Gap ï‚ § not having the right service designs and standards ï‚ § Gap 3 – The Performance Gap ï‚ § not delivering to service standards ï‚ § Gap 4 – The Communication Gap ï‚ § not matching performance to promises ï‚ § Putting It All Together: Closing the Gaps McGraw-Hill/Irwin Copyright  © 2009 by The McGraw-Hill Companies, Inc. All rights reserved. Objectives for Chapter 2: The Gaps Model of Service Quality 2-2 ï‚ § Introduce a framework, called the gaps model of service quality, which is used to organize this textbook. ï‚ § Demonstrate that the gaps model is a useful framework for understanding service quality in an organization. ï‚ § Demonstrate that the most critical service quality gap to close is the customer gap, the difference between customer expectations and perceptions. ï‚ § Show that four gaps that occur in companies, which we call provider gaps, are responsible for the customer gap. ï‚ § Identify the factors responsible for each of the four provider gaps. 2-3 The Customer Gap Gap 5 Key Factors Leading to the Customer Gap Customer GapGap 5 2-4 Customer Expectations ï‚ § Provider Gap 1: Not knowing what customers expect ï‚ § Provider Gap 2: Not selecting the right service designs and standards ï‚ § Provider Gap 3: Not delivering to service standards ï‚ § Provider Gap 4: Not matching performance to promises Customer Perceptions 2-5 Gaps Model of Service Quality ï‚ § Customer Gap 5: ï‚ § difference between customer expectations and perceptions ï‚ § Provider Gap 1 (Knowledge Gap): ï‚ § not knowing what customers expect ï‚ § Provider Gap 2 (Service Design & Standards Gap): ï‚ § not having the right service designs and standards ï‚ § Provider Gap 3 (Service Performance Gap): ï‚ § not delivering to service standards ï‚ § Provider Gap 4 (Communication Gap): ï‚ § not matching performance to promises 2-6 Provider Gap 1 CUSTOMER Expected Service Perceived Service COMPANY Gap 1: The Listening Gap Company Perceptions of Consumer Expectations 2-7 Key Factors Leading to Provider Gap 1 2-8 Provider Gap 2 CUSTOMER COMPANY Customer-Driven Service Designs and Standards Gap 2: The Design and Standards Gap Company Perceptions of Consumer Expectations 2-9 Key Factors Leading to Provider Gap 2 2-10 Provider Gap 3 CUSTOMER COMPANY Service Delivery Gap 3:The Performance Gap Customer-Driven Service Designs and Standards 2-11 Key Factors Leading to Provider Gap 3 2-12 Provider Gap 4 CUSTOMER COMPANY Gap 4: The Communication Gap External Service Delivery Communications to Customers 2-13 Key Factors Leading to Provider Gap 4 2-14 Gaps Model of Service Quality 5 Gap 4 Gap 3 Gap 1 Gap 2 2-15 Ways to Use Gap Analysis ï‚ § Overall Strategic Assessment: ï‚ § How are we doing overall in meeting or exceeding customer expectations? ï‚ § How are we doing overall in closing the four company gaps? ï‚ § Which gaps represent our strengths and where are our weaknesses? 2-16 Ways to Use Gap Analysis ï‚ § Specific Service Implementation ï‚ § Who is the customer? What is the service? ï‚ § Are we consistently meeting/exceeding customer expectations with this service? ï‚ § If not, where are the gaps and what changes are needed? (Examine gaps 1-4 for this particular service.)