Parasuraman et al., 1985, (p.41-50) developed a conceptual model of service quality where they identified five gaps that could impact the consumerís evaluation of service quality in four different industries (retail banking, credit card, securities brokerage and product repair and maintenance). These gaps were:
Gap 1: Consumer expectation - management perception gap
Service firms may not always understand what features a service must have in order to meet consumer needs and what levels of performance on those features are needed to bring deliver high quality service. This results to affecting the way consumers evaluate service quality.
Gap 2: Management perception - service quality specification gap
This gap arises when the company identifies want the consumers want but the means to deliver to expectation does not exist. Some factors that affect this gap could be resource constraints, market conditions and management indifference. These could affect service quality perception of th (...) Read more? Sign up for free