Describe quality gap model

Answer 1

This model offers an integrated view of the consumer-company relationship. It is based on substantial research amongst a number of service providers.

In this Gap model service is a function of word of mouth communication, personal need and past experience, and perceived service is a product of service delivery and external communications to consumers.

There is Different level in this model:-

Level 1:- Word of Mouth communications, Personal Needs, Past Experience

Level 2:- Expected Service

Level 3:- Perceived Service

Level4:- Service Delivery, External Communications to Customers.

Level5:- Service Standards

Level 6:- Management Perceptions of Consumer exceptions