Gaps Model of Service Quality Essay Example | Topics and Well Written Essays - 500 words

Gaps Model of Service Quality - Essay Example As the discussion stresses the Gap Model has focus on all the important components of the service marketing; company, service provider, customer and external communication. It focuses on each component of the quality service operations. Service quality is determines customer satisfaction. It is affected by various internal and external factors. This paper declares that today’s’ scenario companies are adopting several measures to ensure quality service. By service Blueprinting they are mapping all the process, roles of people involved and point of contacts within the organization and with the customer. By Quality Function deployment, all the processes and functions can be aligned with the customers’ requirement at every stage. ASDA is subsidiary of WalMart group. It has 17 % of UK retail market share and it is the one of the biggest retail chain in UK. At June 2004 ASDA had 122,000 employees. Asda has been criticized for misleading advertising, using suppliers who are known to have illegal employment practices, ignoring planning regulations and destroying greenbelt land, lack of serious environmental policy and blatant green wash. ASDA promises to deliver shopping as an experience. From last few months it has been in the news for its unfair employee treatment, external marketing stunts and as an irrespon sible company. The gaps which are visible in ASDA are customer gap, Gap 4 and gap 3.