ADS 410 GAPS MODEL

PRESENTED BY : PUTERI NOOR SYAKILA BINTI MEGAT AMALUDDIN (2010675408) NURUL FATEHAH BINTI ZAINOL ABIDIN (2010881536) NORFARAHIN BINTI DZULKIFLI (2010854934) PRESENTED FOR : MISS NURLIYANA MOHD SHAZALI

HISTORY OF GAPS MODEL

First develop by Parasuraman, Zeithaml, Berry at Texas 1985. It is an exploratory studies of services indicating the customer perception towards a services quality.. This model offers an integrated view of the consumercompany relationship. They identify five major gaps that face organizations seeking to meet customer's expectations of the customer experience.

Service Gap

It is defined as the service difference between what the customer was expecting and what is being delivered.

Service gap is the difference between what customer expected and what they perceived was delivered.

TYPES OF GAPS

Delivery gap Knowledge gap Standards gap Types of service gap Internal communication gap Perception gap Interpretation gap

1. Knowledge Gap

Difference between what service provider believe customer expect and customer actual needs and expectation.

2. Standards Gap

Difference between managements perceptions of customer expectations and the quality standards established for service delivery.

3. Delivery gap

Difference between specified delivery standards and the service providers actual performance on these standards

4. Internal communication gap

Difference between what the companys advertising and sales personnel think are the products features, performance, and service quality level and what the company is actually able to deliver.

5. Perceptions gap

Difference between what is, in fact, delivered and what customers perceive they have received.

6. Interpretation gap

Difference between what a service providers communication efforts promise and what a customer thinks was promised by these communications.

EXAMPLE OF GAPS MODEL

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