Block diagram - Gap model of service quality

"Dimensions of service quality.
A customer's expectation of a particular service is determined by factors such as recommendations, personal needs and past experiences. The expected service and the perceived service sometimes may not be equal, thus leaving a gap. The service quality model or the ‘GAP model’ developed by a group of authors- Parasuraman, Zeithaml and Berry at Texas and North Carolina in 1985 , highlights the main requirements for delivering high service quality. It identifies five ‘gaps’ that cause unsuccessful delivery. Customers generally have a tendency to compare the service they 'experience' with the service they 'expect' . If the experience does not match the expectation , there arises a gap. Ten determinants that may influence the appearance of a gap were described by Parasuraman, Zeithaml and Berry. in the SERVQUAL model: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding the customer and tangibles.
Later, the determinants were reduced to five: tangibles; reliability; responsiveness; service assurance and empathy in the so called RATER model." [Service quality. Wikipedia]
The block diagram example "Gap model of service quality" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Block Diagrams solution from the area "What is a Diagram" of ConceptDraw Solution Park.

"Causes in the diagram are often categorized, such as to ...
The 5 Ss (used in service industry):
(1) Samples;
(2) Scheme;
(3) Synchronous;
(4) Skin;
(5) Search." [Ishikawa diagram. Wikipedia]
This service 4 Ss Ishikawa diagram (cause and effect diagram) template is included in the Fishbone Diagram solution from the Management area of ConceptDraw Solution Park.

"The dichotomy between physical goods and intangible services is an oversimplification; these are not discrete categories. Most business theorists see a continuum with pure service at one endpoint and pure commodity goods at the other endpoint. Most products fall between these two extremes. Goods are normally structural and can be transferred in an instant while services are delivered over a period of time. Goods can be returned while a service once delivered cannot. Goods are not always tangible and may be virtual." [Goods and services. Wikipedia]
The example "Service-goods continuum diagram" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Marketing Diagrams solution from the Marketing area of ConceptDraw Solution Park.

"Causes in the diagram are often categorized, such as to ...
The 7 Ps (used in marketing industry):
(1) Product/ Service;
(2) Price;
(3) Place;
(4) Promotion;
(5) People/ personnel;
(6) Positioning;
(7) Packaging. " [Ishikawa diagram. Wikipedia]
This 8 Ps Ishikawa diagram (service cause and effect diagram) template is included in the Fishbone Diagram solution from the Management area of ConceptDraw Solution Park.