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    Model of Service Quality Gaps: The Parasuraman, Zeithaml and Berry

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    Himanshu Shekhar
    The document discusses the Parasuraman, Zeithaml and Berry Model of Service Quality Gaps, which identifies 5 key gaps that can exist in an organization's service delivery: 1) Gap between customer expectations and management perceptions. 2) Gap between management perceptions and service design/standards. 3) Gap between service design and actual service delivery. 4) Gap between service delivery and external communications about service. 5) Overall gap between customer expectations and their perceptions of the actual service received. Addressing these gaps is important for organizations to improve service quality.

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    Model of Service Quality Gaps: The Parasuraman, Zeithaml and Berry

    Uploaded by

    Himanshu Shekhar
    88 views13 pages
    The document discusses the Parasuraman, Zeithaml and Berry Model of Service Quality Gaps, which identifies 5 key gaps that can exist in an organization's service delivery: 1) Gap between customer expectations and management perceptions. 2) Gap between management perceptions and service design/standards. 3) Gap between service design and actual service delivery. 4) Gap between service delivery and external communications about service. 5) Overall gap between customer expectations and their perceptions of the actual service received. Addressing these gaps is important for organizations to improve service quality.

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    Gap

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    The document discusses the Parasuraman, Zeithaml and Berry Model of Service Quality Gaps, which identifies 5 key gaps that can exist in an organization's service delivery: 1) Gap between customer expectations and management perceptions. 2) Gap between management perceptions and service design/standards. 3) Gap between service design and actual service delivery. 4) Gap between service delivery and external communications about service. 5) Overall gap between customer expectations and their perceptions of the actual service received. Addressing these gaps is important for organizations to improve service quality.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    88 views13 pages

    Model of Service Quality Gaps: The Parasuraman, Zeithaml and Berry

    Uploaded by

    Himanshu Shekhar
    The document discusses the Parasuraman, Zeithaml and Berry Model of Service Quality Gaps, which identifies 5 key gaps that can exist in an organization's service delivery: 1) Gap between customer expectations and management perceptions. 2) Gap between management perceptions and service design/standards. 3) Gap between service design and actual service delivery. 4) Gap between service delivery and external communications about service. 5) Overall gap between customer expectations and their perceptions of the actual service received. Addressing these gaps is important for organizations to improve service quality.

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    You are on page 1of 13

    The Parasuraman, Zeithaml and Berry

    Model of Service Quality Gaps

    Presented to, Presented by,


    Nilesh Neelmani Himanshu shekhar
    20B (09-11)
    Gap – 1
    Ignorance of Customer’s Expectations

    Customers’ expectations versus management


    perceptions:

    As a result of the lack of a marketing research


    orientation, inadequate upward communication
    and too many layers of management.
    Eg.

    Most of unorganized Retailers assumed that customers


    want cheap product or service but one thing that
    they forgot and that was good shopping experience
    and that is why organized mega markets are being
    success.

    customers may expect to wait only 20 minutes to see


    their doctor but, in fact, have to wait more than
    thirty minutes.
    Gap – 2
    Requirement for service design standards

    Management perceptions versus service


    specifications:

    As a result of inadequate commitment to service


    quality, a perception of unfeasibility, inadequate
    task standardisation and an absence of goal
    setting.
    Eg.

    For example, in a fast food environment, the customers


    may place a greater emphasis on order accuracy
    than promptness of service, but management may
    perceive promptness to be more important
    Gap – 3
    Not delivering to service standards

    Gap3: Service specifications versus service delivery:


    As a result of role ambiguity and conflict, poor
    employee-job fit and poor technology-job fit,
    inappropriate supervisory control systems, lack of
    perceived control and lack of teamwork.
    Eg.

    Management might perceive that customers expect


    someone to answer their telephone calls in a timely
    fashion. To customers, "timely fashion" may mean
    within thirty seconds. However, if management
    designs delivery such that telephone calls are
    answered within sixty seconds, a service design gap
    is created.
    Gap – 4
    Inconsistency between performance and promiss

    Service delivery versus external communication:

    As a result of inadequate horizontal communications


    and propensity to over-promise.
    Eg.

    Given the previous example, management may


    establish a standard such that telephone calls should
    be answered within thirty seconds. However, if it
    takes more than thirty seconds for calls to be
    answered, regardless of the cause, there is a delivery
    gap.
    Gaps 1 to 4 affect the way in
    which service is delivered
    and these four gaps lead to
    Gap 5.
    Gap – 5
    The service short falls

    The discrepancy between customer expectations and


    their perceptions of the service delivered:

    As a result of the influences exerted from the


    customer side and the shortfalls (gaps) on the part
    of the service provider. In this case, customer
    expectations are influenced by the extent of
    personal needs, word of mouth recommendation
    and past service experiences
    Eg.
    Advertising, for instance, may indicate to consumers
    that they can have their cars's oil changed within
    twenty minutes when, in reality, it takes more than
    thirty minutes.
    Thank you,

    Regards,
    HIMANSHU SHEKHAR
    20B, 09-11 (POM+MKT)

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