
Service Quality Management 381
A service system operates in a dynamic environment, and, therefore, the
system should be capable of adapting itself to the changes. An audit system
needs to be designed to locate de ciencies, discrepancies and limitations at
various processes. e “GAP” model of service quality which was developed
by V. A. Zeithaml, et al.
9
serves to the purpose, if executed properly. Figure
19.3 presents the GAP model.
The GAP Model of Service Quality
e GAP model of service is divided into two parts. Part one relates to the
internal process in a customer and part two relates to the process involved
between service provider ...