SERVQUAL Gap Model
Updated 2026-08-13
INTRODUCTION
English translation pending.
CORE DEFINITION
Gap 1 lies between management perception and customer expectation. Gap 2 separates service standards from management perception. Gap 3 opens between delivery and the standards. Gap 4 yawns between external communication and actual delivery. Gap 5, the final one, separates perceived service from expected service. Together they pinpoint exactly where customer dissatisfaction originates so improvement can be targeted.
SCAFFOLDING EFFECT
Reduce cognitive load
- Locate the root: use the five gaps to find where dissatisfaction actually originates. - Audit each link: check listening, standards, delivery, and communication in turn. - Fix the true stage: stop blaming delivery when the real gap is elsewhere.
Anchor fast decisions
In Parasuraman's gap model, service quality equals perceived service minus expected service, and the model identifies five gaps from perceiving customer expectations through to delivery. The mechanism is diagnosis: each gap names a specific failure point, so improvement targets the real stage rather than the visible symptom.
MINIMUM ACTION
In progress 0/1Practice this model in one real situation:
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Source support: Explicit
- en.wikipedia.orghttps://en.wikipedia.org/wiki/SERVQUALverified
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