An analysis of the five gap model

Introduction Quality of service has been studied in the area of business management for years because the market is more competitive and marketing management has transferred its focus from internal performance such as production to external interests such as satisfaction and customers' perception of service quality. Based on this traditional definition of service quality, Parasuraman, Zeithaml, and Berry (1985) developed the "Gap Model" of perceived service quality. This model has five gaps: Gap 1. Consumer expectation - …

…In particular, the questionnaire in the Appendix may be helpful in applying the Gap Analysis Model. Knowing the causes, we can work to remedy them, to close gaps, and to improve service quality. References: R. Stein, The Next Phase of Total Quality Management. Macel Dekker, Inc.,1994. T. Cartin, Principles and Practices of TQM. ASQC Quality Press.,1993. A Service Quality Audit: Application of the Gap Analysis Model CIRAS Review Paper Paul R. Messinger, University of Alberta