The Gaps Model of Service Quality

 

I. Customer Gap of Service Quality: Influences on expected service

 

 

II. Provider Gaps of Service Quality

 

A. Knowledge Gap

 

 

 

B. Service Design and Standards Gap: National Westminster Bank

 

 

 

C. Service Performance Gap

 

 

 

D. Communication Gap

 

 

 

Further Reading:

Delivering Service Quality by Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry, 1990. The Free Press.

 
Copyright © 2007 Drew Martin

Questions and Comments to: drmartin@hawaii.edu

This document was last modified January 5, 2007