The GAPS model is used to capture all possible sources of gaps in customer service quality perceptions.

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The GAPS model is a widely-used framework for identifying and analyzing the various gaps that can occur in the delivery of customer service, and for developing effective strategies to close those gaps. It is designed specifically to capture all of the potential sources of discrepancies between customers' expectations and perceptions of service quality, as well as the contributing factors and underlying causes of those gaps. By identifying and addressing these various gaps, organizations can improve their overall level of customer satisfaction, loyalty, and retention, and gain a competitive advantage in their industry.

The GAPS Model Is Used to Capture All Possible Sources