Describe the components of service quality and the gap model of service quality. Service quality has five components: reliability (ability to perform the service dependably, accurately, and consistently), responsiveness (providing prompt service), assurance (knowledge and courtesy of employees and their ability to convey trust), empathy (caring, individualized attention), and tangibles (physical evidence of the service). The gap model identifies five key discrepancies that can influence customer evaluations of service quality. When the gaps are large, service quality is low.
As the gaps shrink, service quality improves. Gap 1 is found between customers' expectations and management's perceptions of those expectations. Gap 2 is found between management's perception of what the customer wants and specifications for service quality. Gap 3 is found between service quality specifications and delivery of the service. Gap 4 is found between service delivery and what the company promises to the customer through external communication. Gap 5 is found between customers' service expectations and their perceptions of service performance.
1. Analyze a recent experience that you have had with a service business (for example, hairdresser, movie theater, dentist, restaurant, car repair) in terms of your expectations and perceptions about each of the five components of service quality.