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Updated in [July 17th, 2023]

This course, GAP Model of Service Quality, provides an overview of service quality and the GAP Model of service quality. It will help participants understand customer expectations and how to close the various gaps to achieve high quality service and generate customer satisfaction. The course is divided into seven 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; and Module 07: GAP5 - Customer GAP. Participants will gain an understanding of service quality, dimensions of service quality, GAPs in service delivery and how to close those gaps to deliver high quality services.

Course Syllabus

Introductory session of the Course GAP Model of Service Quality

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