The gap model of service quality identifies five gaps that can cause problems in service delivery and influence customer evaluations of service quality.

Question

Quizplus · Accepted Answer

The gap model of service quality does indeed identify five gaps that can affect service delivery and customer perception of quality. These gaps include the gap between customer expectations and management perceptions, the gap between management perceptions and service quality specifications, the gap between service quality specifications and service delivery, the gap between service delivery and external communications, and the gap between customer expectations and their perception of the service delivered.

The Gap Model of Service Quality Identifies Five Gaps That