Gap model
3 important questions on Gap model
The gap model describes five gaps what are those?
Gaps 1 to 4 arise internally in the organisation, while gap 5 is the difference between the expected service delivery and the service delivery as perceived by the external customer.
Where does the Gap model focuses on?
Explaining any shortcomings in the external quality of the service delivery due to internal causes. Gap 5 is now a function of the discrepancy and direction of the remaining four gaps.
What do the first four gaps mean?
Gap 1: expected service delivery -management perception
Gap 2: management perception - specifications
Gap 3: specifications - actual delivery
Gap 4: Actual delivery - external communication
Gap 2: management perception - specifications
Gap 3: specifications - actual delivery
Gap 4: Actual delivery - external communication
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