Process
The five gaps of service quality
Where service quality breaks down inside an organization
The gap model of service quality names five places where service can break down. Gaps 1 to 4 sit inside the organization: knowledge, standards, delivery and communication. Gap 5, the customer gap, is the one customers feel and the one the 22 SERVQUAL items measure. Use it to trace a low score back to its likely cause.
Where this appears
What's in this process
- Knowledge gap: What customers expect versus what management thinks they expect.
- Standards gap: Management's view versus the service standards it sets.
- Delivery gap: Standards set versus the service staff deliver.
- Communication gap: What is delivered versus what marketing promises.
- Customer gap: Expected versus perceived service. The sum of gaps 1 to 4.
Use this image
Free to use in your docs, decks and posts under CC BY 4.0, as long as you credit Koji with a link to this page. To embed it, paste this into your page:
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<a href="https://www.koji.so/visuals/servqual-five-gaps-model"><img src="https://www.koji.so/visuals/servqual-five-gaps-model/servqual-five-gaps-model.png" alt="Process showing the five gaps in the service quality gap model: knowledge, standards, delivery, communication and the customer gap." width="1200" height="739" /></a>
<p>Source: <a href="https://www.koji.so/visuals/servqual-five-gaps-model">The five gaps of service quality</a>, Koji</p>
