Gap Model

The Service Quality Model, also known as the Gap Model, was developed in 1985. It highlights the main requirements for delivering a high level of service quality by identifying five %u2018gaps' that can lead to unsuccessful delivery of service. The first four gaps are referred to as; Knowledge gap, Design gap, Delivery/Performance gap, and Communications gap. The fifth gap is the total accumulation of variation in gaps 1 through 4 and represents the difference between expectations and perceived service,


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