Service Quality Models: A Gap Study

Abstract

During the past three-four decades, service quality becomes an important area for research. This paper makes an attempt to study different service quality models given by the key contributors in this area. The paper examines different models of service quality on the basis of the review of the literature. The models that have been analyzed in this paper are-Gronroos Model, Lehtinen and Lehtinen three-dimensional model, PZB Gap Model, three components Model, RSQS Model and Brady and Cronin Hierarchical model. From the review of the above models, we find out that there is a lot of work still available which can be done to fill the gap. Hence, this paper will provide an opportunity to the researcher to do research in those areas which are still left to be covered. Gap 1: difference between consumer expectations and management perceptions of consumer expectations. This gap is known as the listening gap. Gap 2: difference between management perceptions of consumer expectations and service quality specifications. It is known as the service design and standards gap. Gap 3: difference between service quality specifications and the service actually delivered is known as the service performance gap. Gap 4: difference between service delivery and what is communicated to the service to the consumer. This gap is known as the communication gap.Gap 5: difference between consumer expectations and perceptions is known as the customer gap.The gap model of service quality serves as an outline for service firms to improve service quality, service delivery, and services marketing. The Three-Component Model: developed by Rust & Oliver in 1994.Rust and Oliver (1994) extended the Nordic model. They emphasized that the service environment is an essential dimension of service quality.

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