LYCEUM OF THE PHILIPPINES UNIVERSITY CAVITE
GAP ANALYSIS OF NETFLIX
Submitted to the Faculty of the Business Administration
Lyceum of the Philippines University Cavite
In Partial Fulfillment
of the Requirements for the Course
Retail Management
Submitted to:
Submitted by:
Date
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Table of Contents
I. Review of Company
History
Organizational Structure
II. Discussion on the Applied Concepts in Retail Management
Knowledge Gap
Standards Gap
Delivery Gap
Communication Gap
III. Conclusion
IV. Recommendation
V. References
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DISCUSSION ON THE APPLIED CONCEPTS IN RETAIL MANAGEMENT
Knowledge Gap
The knowledge gap refers to the difference between the company’s perception of what
the customer expects from the industry and the exact expectation of the customers. This
gap can grow if management doesn’t focus on the customer’s expectations thoroughly.
There are many reasons that can increase the knowledge gap, for example:

Not focusing on what customers expect.

Lack of upward communication.

Insufficient market analysis.

Less focus on relationships.

Failure to understand customer complaints.

Lack of interaction between management and customer
The user of Netflix wants to see the upcoming movie trailers on the website. So, Netflix
would suffer this gap if it did not provide the upcoming movie list.
Standards Gap
The standard gap is the difference between management perceptions of the customer
needs and the translation of those perceptions into service delivery policies and standards.
This gap occurs because of the dissimilarity of what the customer wants and what the
management provides for the customers.
There are many reasons that can grow the policy gap, for instance:

First of all, Insufficient commitment to service quality

Additionally, Lack of task standardization

Moreover, Lack of goal setting
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
Further, Shortness of customer service standards.

Also, Inadequately described service levels.

Finally, Failure to continually update service level standards.
Netflix will suffer from the standards gap if it uploads the upcoming movie trailers after
releasing the movie. People want to watch the movie trailer before releasing the movie.
Delivery Gap
The delivery gap is the dissimilarity between the standard of the service delivery policies
of the company and the actual delivery of the service. This problem may occur because of
the communication gap, poor technology, and inappropriate supervisory on productions
in the industry.
This gap occurs because of many reasons in the industry, for example;

Firstly, Lack of teamwork to deliver service or product

Secondly, the lack of knowledge of the employee about the product or service

Thirdly, Insufficient human resources.

In addition, the Service performance gap.

Further, the Role ambiguity and role conflict – unsure of what your remit is and
how it fits with others.

Moreover, the Poor employee or technology fit – the wrong person or system for
the job.

Also, the Inappropriate supervisory control or lack of perceived control – too
much or too little control.
Netflix may experience this gap if it uploads the lower video quality movie.
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Communication Gap
The communication gap refers to is the gap between what the company advertises about
the products and what exactly the customer gets delivered. It occurs when the company
cannot provide services or products according to the commitment. It is a very important
dimension because it may lead to customer disappointment.
This communication gap occurs because of many reasons in the industry including;

Over-commitment.

Lack of integration between communication and production department.

Inadequate communications between the advertising teams and the operations
department.
Netflix may suffer this gap if it is unable to telecast the HD video that promised to offer.
CONCLUSION
RECOMMENDATION
REFERENCES
Kobiruzzaman, M. (2021). 5 Gaps Model of Service Quality- Servqual Gaps Model or 5
Gaps Model. Retrieved from: https://newsmoor.com/5-gaps-model-of-servicequality-servqual-gaps-model-or-5-gaps-model/
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