The Gap Model of Service Quality (aka the Customer Service Gap Model or the 5 Gap Model) is a framework which can help us to understand customer satisfaction. The model shows the five major satisfaction gaps that organizations must address when seeking to meet customer expectations. The model was first proposed by A.

What are the service gaps?

A service gap is a deviation, a discrepancy between what was planned and what is done in the end, or between what was expected and what is perceived.

What are quality gaps?

John Coletti describe the “quality gap” as the difference between customers’ expectations for a product or service and their perception of what they actually received. This overall gap is the sum of many smaller gaps as shown in the diagram.