Gaps model on e commerce
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GAPS MODEL OF SERVICE QUALITY EXAMPLE: E-Commerce
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Transcript of Gaps model on e commerce
GAPS MODEL OF SERVICE QUALITYEXAMPLE:E-Commerce
Seven Service Quality Gaps
Management definition of these needs
Customer needs and expectations
CUSTOMER
COMPANY
GAP 1
1. Knowledge Gap
1. Knowledge Gap
Transportation of goods• Customer wants faster delivery of goods
Company fulfill all steps then goods reaches to customer
• Availability of goods • eg flipkart
CUSTOMER
COMPANY
GAP 2
Customer perceptions of product execution
2. Standards Gap
Management definition of these needs
2. Standards Gap
• Customer wants good food, relaxing , experience• makemytrip
CUSTOMER
COMPANY
Customer perceptions of product execution
GAP 3
Translation into design/delivery specs
3. Delivery Gap
3. Delivery Gap
Delivery of goods-flipkart
4. Internal Communication GapCUSTOMER
COMPANY Advertising and sales promises
GAP 4
Execution of design/delivery specification
4. Internal Communication Gap
Ads & actual service amazon
5. Perceptions Gap
Make my trip• Customer expectation --> service provider
6. Interpretation Gap
Ads & actual service Amazon & Flipkart• Customer expects discount in all products company gives to specific product• “Out of Stock”
7. Service Gap
makemytrip
• Prepared by:
• Darshana Chauhan• Heeral Brijlani• Bhumika Mistry• Lakshman Dangar• Sanjay Vadher
• Guided by:
• Prof. Archana Gadhavi
