What is GAP 1

Technical terms

The definition of GAP model of service quality

Business model that uses five strategic quality gaps to show possible causes for poor service quality. It thus implicitly defines the tasks of quality management.

The focus is on four internal company gaps which cause quality problems and which are responsible for the decisive and competitively relevant fifth quality gap - the discrepancy between the service expected by the guest and the service actually experienced:

Quality gap 1

Disparity between customer expectations and the service provider's ideas and perceptions of those expectations "Example: While hotel management may believe that their customers value large rooms, guests actually expect 24-hour room service.

"Quality gap 2

Disparity between the customer expectations perceived by the service provider and their implementation in internal company quality specifications, norms and standards. Consequences of this inadequate customer orientation are service and quality standards that ignore the needs of customers. Examples: In outdoor catering only pots of coffee are served Checkout by 1G at the latest "Breakfast only until 9: 3PM.

"Quality gap 3

Disparity between in-house quality specifications, norms, and standards and the quality of service actually created. The performance of the service is usually influenced by many factors "Examples: poor training, poor communication by management, lack of clarity of roles, unsuitable technology for service tasks, insufficient scope for action.

"" Quality gap 4

Disparity between the service quality actually created and the quality of service promised in external communication. Many companies make the mistake of "overpromising" ", that is, they arouse false expectations in customers by offering services that the company cannot deliver in the quality it promised in day-to-day operations." Examples: exaggerated photos in sales brochures and Internet guarantee promises that only apply in absolutely exceptional cases. Zeithaml et. al. come to the conclusion in their research efforts that the starting point for unsatisfactory performance results in the sense of the fifth gap lies in insufficient market and customer knowledge on the part of those responsible for marketing, which inevitably leads to incorrect or incomplete ideas on the part of management of what customers really expect.

Translation of GAP model of service quality into English

  • gap model of service quality

Appropriate technical terms for GAP model of service quality

Literature on GAP model of service quality