Developing the Models of Service Quality Gaps: A Critical Discussion

Abstract

High service quality is imperative and important for competitiveness of service industry. In order to provide much quality service, a deeper research on service quality models is necessary. There are plenty of service quality models which enable managers and practitioners to identify quality problems and improve the efficiency and profitability of overall performance. One of the most influential models in the service quality literature is the model of service quality gaps. In this paper, the model of service quality gaps has been critically reviewed and developed in order to make it more comprehensive. The developed model has been verified based using a survey on 16 experts. Compared to the traditional models, the proposed model involves five additional components and eight additional gaps.