THE SERVQUAL MODEL

Not meeting the (set) level of quality when providing service to guests

• G1: KNOWLEDGE GAP

• G2: STANDARDS GAP

• G3: DELIVERY GAP

• G4: INTERNAL COMMUNICATIONS GAP

There is a discrepancy between customer expectations and employees’ perceptions 

• G4: INTERNAL COMMUNICATIONS GAP

• G5: PERCEPTIONS GAP

• G6: INTERPRETATION GAP

• G7: SERVICE GAP

The company was not able to consistently match the actual service provided as to what they have promised to their customers

• G1: KNOWLEDGE GAP

• G2: STANDARDS GAP

• G3: DELIVERY GAP

• G4: INTERNAL COMMUNICATIONS GAP

The company does not know what the customers really expect

• G1: KNOWLEDGE GAP

• G2: STANDARDS GAP

• G3: DELIVERY GAP

• G4: INTERNAL COMMUNICATIONS GAP

There is a big difference between customer’s perception and expectation regarding the company's services

• G4: INTERNAL COMMUNICATIONS GAP

• G5: PERCEPTIONS GAP

• G6: INTERPRETATION GAP

• G7: SERVICE GAP

This gap exists when there is a discrepancy between employee’s perceptions and management perceptions regarding customer's expectations

• G4: INTERNAL COMM. GAP

• G5: PERCEPTIONS GAP

• G6: INTERPRETATION GAP

• G7: SERVICE GAP

This is also called as the service performance gap

• G1: KNOWLEDGE GAP

• G2: STANDARDS GAP

• G3: DELIVERY GAP

• G4: INTERNAL COMM. GAP

Match the gap with the suggested PRESCRIPTION to close the gap:

Be specific with promises and manage customers’ understanding of communication content

• G4: INTERNAL COMM. GAP

• G5: PERCEPTIONS GAP

• G6: INTERPRETATION GAP

• G7: SERVICE GAP

Ensure that communicated promises are realistic

• G1: KNOWLEDGE GAP

• G2: STANDARDS GAP

• G3: DELIVERY GAP

• G4: INTERNAL COMM. GAP

Establish the right service processes & specify SQ standards that reflect expectations

• G1: KNOWLEDGE GAP

• G2: STANDARDS GAP

• G3: DELIVERY GAP

• G4: INTERNAL COMM. GAP