gapmodell

Gapmodell, also known as the Service Gap Model, is a framework used to understand and improve service quality. It identifies five key gaps that can lead to customer dissatisfaction. These gaps are: the customer gap, the provider gap 1 (knowledge gap), the provider gap 2 (design and standards gap), the provider gap 3 (service performance gap), and the provider gap 4 (communication gap).

The customer gap represents the difference between customer expectations and their perceptions of the service received. The provider gaps are internal to the service provider. The knowledge gap is the difference between what customers expect and what management perceives they expect. The design and standards gap is the difference between management's perception of customer expectations and the actual design and standards set for the service. The service performance gap is the difference between the designed service standards and the actual service delivered. Finally, the communication gap is the difference between the service delivered and what is communicated to the customer.

Addressing these gaps is crucial for service organizations aiming to enhance customer satisfaction and loyalty. By systematically analyzing and minimizing each gap, businesses can align their service delivery with customer needs and expectations, leading to improved overall service quality. The model provides a structured approach for diagnosing service failures and implementing corrective actions.