Quality Gap Model

Question 1

Gap 1

Answer 1

Ensure that managers understand what customers expect

Question 2

Gap 2

Answer 2

Ensure internal specification meets managers’ intended design

Question 3

Gap 3

Answer 3

Ensure actual service conforms to internally specified quality level

Question 4

Gap 4

Answer 4

Ensure that promises made to customers concerning service can really be delivered

Question 5

Gap 5

Answer 5

Ensure that customers’ perception of current service matches their expectations