GAP Model of Service Quality

The course is further divided into 7 modules
Free tutorial
Rating: 4.3 out of 5 (7 ratings)
476 students
1hr 4min of on-demand video
English [Auto]

Learners will have an understanding of service, service quality & service quality standards.
Participants will able to understand the GAP model of service quality.
Participants will able to identify the Gap’s mentioned in the GAP model and its significance.
Learners can evaluate the application of GAP model.
Evaluation and application of how the GAPs can be closed to achieve high quality service.


  • No prior knowledge is required. Suitable of all kinds of learners and job-seekers. Genuine interest to learn service marketing.


Friends, In today's competitive world every organization is trying hard to capture the attention of their target customer and to satisfy their needs and wants. Therefore it is absolutely imperative to understand customer expectations especially in service industry because it is very difficult to understand the customer expectation and perception of the service they have received because mostly the service are intangible in nature.

Therefore the purpose of the GAP Model of service quality is to identify the Gap between customer expectations & the actual service received by the customer. And it also explains how to close these gaps so that high quality of service can be delivered.

Thus the objective of this course is to make the participants aware with the knowledge of service quality, GAP Model of service quality and to create understanding of how to close the various gaps to achieve high quality service and how to generate customer satisfaction.

The entire course "GAP Model of Service Quality" is divided into 7 Modules

Module 01 : Service & Service Quality

Module 02 : Introduction to GAP model

Module 03 : GAP1 – Listening Gap

Module 04 : GAP2 – Service design & Standard Gap

Module 05 : GAP3 - Service Performance GAP

Module 06 : GAP4 - Communication GAP

Module 07 : GAP5 - Customer GAP

I welcome and invite you all to join this course as I sincerely believe that it will add immense value to your existing knowledge base especially in terms of understanding of service quality, dimensions of service quality, GAPs in service delivery and how to close those gaps to deliver how quality services.

Thank you so much.

Who this course is for:

  • Management students, management professional and who has genuine interested in learning service marketing


Assistant Professor
Saurabh Parmar
  • 4.3 Instructor Rating
  • 7 Reviews
  • 1,106 Students
  • 1 Course

I am Saurabh Parmar; assistant professor at Department of Management Studies, K. K. Wagh Institute of Engineering Education and Research in Nashik.

I have done my graduation as Bachelor of Engineering (B.E) in Computer Science from Devi Ahilya Vishwavidyalya Indore and later completed my MBA from Pune University.

I have also cleared SET exam (conducted by Pune University) and NET exam (conducted by UGC) with management as the subject.

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