CUSTOMER Expected
Service
Customer
Gap
Perceived
Service
External
COMPANY Service Delivery Communications
GAP 4 to Customers
GAP 1 GAP 3
Customer-Driven Service
Designs and Standards
GAP 2
Company Perceptions of
Consumer Expectations
The Customer Gap
Expected
Service
GAP
Perceived
Service
Key Factors Leading to the Customer Gap
Customer
Customer Expectations
Gap
Provider Gap 2: Not selecting the right service designs and standards
Customer
Perceptions
Gaps Model of Service Quality
Customer Gap:
difference between expectations and perceptions
Customer Expectations
Company Perceptions of
Customer Expectations
Key Factors Leading to Provider Gap 2
Customer-Driven Service
Designs and Standards
Management Perceptions of
Customer Expectations
Key Factors Leading to Provider Gap 3
Customer-Driven Service
Designs and Standards
Service Delivery
Key Factors Leading to Provider Gap 4
Service Delivery
External Communications
to Customers