What is the Gap Model of Service Quality?

The gap model of service quality analyses gaps and problems between organizations and their customers. The five gaps in the service quality gap model are Knowledge, Policy, Communication, Delivery, and Customer.

This model articulates the gap between customers’ expectations and the service provided by the organizations. It assists service-providing companies in identifying customer satisfaction in different stages of the service delivery process.

This video is an introduction to the various aspects, however for a better understanding please check out the links from the "Additional Reading" section below and continue on your learning journey.

Note: Videos have been made with international students in mind, as such if your finding the speed of speech slow, please increase playback speed to 1.25 in YouTube.

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Video Content

0:00 Introduction
0:31 Consistency the Key Life
0:55 Gap Model of Service Quality aka the 5 Gaps Model
1:21 Knowledge Gap - Consumer Expectation & Management Perception
1:54 Policy Gap - Management Perception & Service Quality Specification
2:31 Delivery Cap-Service Quality Specification & Service Delivery
3:16 Communication Gap - Service Delivery & External Communications
4:10 Customer Gap - Customer Expectations & Customer Perceptions

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Came across a great saying:
"Successful people are always looking for opportunities to help others. Unsuccessful people are always asking, 'What's in it for me?" - Brian Tracy

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Additional Reading:
The Customer Service Gap Model
https://brainmates.com.au/brainrants/...

Gap Model of Service Quality- 5 Gap Model of Service Quality With Examples
https://newsmoor.com/5-gaps-model-of-...

Gap Model of Service Quality- 5 Gap Model of Service Quality With Examples
https://newsmoor.com/5-gaps-model-of-...

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School of Learning
Arnav Dutta
  / arnav-dutta-a2020a44