Location via proxy:   [ UP ]  
[Report a bug]   [Manage cookies]                
Scribd
Upload
34 views5 pages

Module 16 - Exercise 2 - Applying The SERVQUAL GAPS Model

Uploaded by

Jay Dave

Copyright:

© All Rights Reserved
Download as PPTX, PDF, TXT or read online from Scribd
Download as pptx, pdf, or txt

Module 16 - Exercise 2 - Applying The SERVQUAL GAPS Model

Uploaded by

Jay Dave
34 views5 pages

Original Title

Module 16 - Exercise 2- Applying the SERVQUAL GAPS Model

Copyright

© © All Rights Reserved

Available Formats

PPTX, PDF, TXT or read online from Scribd

Did you find this document useful?

Is this content inappropriate?

Copyright:

© All Rights Reserved
Download as PPTX, PDF, TXT or read online from Scribd
Download as pptx, pdf, or txt
34 views5 pages

Module 16 - Exercise 2 - Applying The SERVQUAL GAPS Model

Uploaded by

Jay Dave

Copyright:

© All Rights Reserved
Download as PPTX, PDF, TXT or read online from Scribd
Download as pptx, pdf, or txt
You are on page 1/ 5

Applying the SERVQUAL Gaps Model of Service

Quality
1. Select a well-known service company
– Examples include McDonald’s, Starbucks, Rogers, WalMart, TD
Bank, Uber, No Frills, etc.

2. Analyze that company’s performance on each of the 4


GAP’s in the SERVQUAL model
– Look for both positives and negative aspects of their performance
– Focus on the most important and impactful aspects of each gap
– Do NOT include GAP 5 – The Customer Gap

3. Determine which GAP has the biggest impact on the firm’s


performance and why you believe that to be true
2024-04-19 DR 1
Gaps Model of Service Quality - Summary

Gap 5

Gap 1 Gap 3 Gap 4

Gap 2

Source: Republished with permission from Journal of Marketing, from “A Conceptual Model of Service Quality and Its Implications for Future Research,” A. Parasuraman, Valarie A.
Zeithaml, and Leonard L. Berry, Vol. 49, No. 4 (1985); permission conveyed through Copyright Clearance Center, Inc.

Sunil Gupta, Core Reading: Creating Customer Value, HBP No. 8176 (Boston: Harvard Business School Publishing, 2014). Copying or posting is an infringement of copyright. Call 1-
800-545-7685 or go to custserv@hbsp.harvard.edu.
The Gaps Model of Service Quality
The SERVQUAL Model
• Provider Gap 1:
– Not 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 promises
• Customer Gap:
– Difference between expectations and perceptions

2024-04-19 DR 3
The Gaps Model of Service Quality
Brief Summary – Gaps In Service Quality
Gap Problem Cause(s)

1. Consumer The service features offered don’t Lack of marketing research; inadequate upward
expectation – mgmt. meet customer needs communication; too many levels between contact
perception personnel and management

2. Management The service specifications defined Resource constraints; management indifference; poor
perception – service do not meet management’s service design
quality specification perceptions of customer
expectations

3. Service quality Specifications for service meet Employee performance is not standardized; customer
specification – service customer needs but service perceptions are not uniform
delivery delivery is not consistent with
those specifications

4. Service delivery – The service does not meet Marketing message is not consistent with actual
external customer expectations, which service offering; promising more than can be
communication have been influenced by external delivered
communication

2024-04-19 DR 4
The Gaps Model of Service Quality
Closing the Gaps
• Gap 1: Learn what customers expect
• Gap 2: Establish the right service quality
standards
• Gap 3: Ensure that service performance
meets standards
• Gap 4: Ensure that delivery matches
promises

2024-04-19 DR 5

You might also like