Gap Analysis for Consumer Service

Measurement
MAJOR GAPS
Have a direct impact on customer satisfaction
and performance
Crucial for loyal long-run association with the
customer
Measures the magnitude of each discrepancy,
facilitating managers to take corrective actions
proactively
Ignorance of major gaps can cause loss in sales,
abandonment of business relation, decrease in
product push
Gap Analysis for Consumer Service
Measurement
MAJOR GAPS
Gap 1: 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

Gap 2: Management perceptions versus service specifications
as a result of inadequate commitment to service quality, a perception
of infeasibility, inadequate task standardization and an absence of
goal setting

Gap 3: 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

Gap Analysis for Consumer Service
Measurement
MAJOR GAPS
Gap 4: Service delivery versus external communication
as a result of inadequate horizontal communications and propensity to over-promise.

Gap 5: 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

Gap 6: The discrepancy between customer expectations and employees
perceptions
as a result of the differences in the understanding of customer expectations by front-
line service providers

Gap 7: The discrepancy between employees perceptions and management
perceptions
as a result of the differences in the understanding of customer expectations between
managers and service providers
Gap Analysis for Consumer Service
Measurement
MAJOR GAPS

Gap Analysis for Consumer Service
Measurement
MINOR GAPS
Do not have any immediate impact with
regard to wastage of resources, customer
loyalty, motivation and commitment, sales
volume, market share etc
May become major factors of discrepancy iin
future if prevail continuously
Can occur in three ways
Gap Analysis for Consumer Service
Measurement
MINOR GAPS
Gap 1: Gap between corporate vision about service
standard and service standards needed for products for
competitive advantage and the prevailing service standard
in the industry

Gap 2: Gap between customer expectation about service
standard and prevailing service standard in the industry as
well as service standard needed for products for
competitive advantage

Gap 3: Corporate vision about the service standard and the
expectation of customers about the same