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The gap model of service quality is an important customer satisfaction framework.
A.Parasuraman, VA Zeitham and LL Berry identify major gaps that face organizations seeking to meet customer's expectations of the customer experience.
These are the gaps that organizations should measure, manage and minimize:

CUSTOMER GAP
CUSTOMER GAP
GAP 5
EXPECTED
SERVICE
PERCEIVED
SERVICE

PROVIDERS GAP
GAP 1: The Listening Gap
GAP 2: The Service Design and Standards Gap
GAP 3: The Service Performance Gap
GAP 4: The Communication Gap

GAP 1: Management Perception of Customer Expectations refers to the gap between consumer expectation and management perception
Hotel administrators may think guests want better food or in-house restaurant facilities, but guests may be more concerned with the responsiveness of the staff.

 Inadequate Marketing Research Orientation
 Insufficient marketing research
 Research not focused on service quality
 Inadequate use of market research 
 Lack of interaction between management and customers
 Lack of market segmentation
 Focus on new customers rather than relationship customers

GAP 2: The Service Standards or the Service Design and Standards describes the gap between the management perception of customer expectations and service quality specification.
Some Key Factors Leading to Provider Gap 2
 Poor service design
 Absence of customer-defined service standards
 Inappropriate physical evidence and services cape

Gap 3 t he Service Performance Gap is from the experience to the delivery of the experience
Some Key Factors Leading to Provider Gap 3
 Ineffective recruitment Role ambiguity and role conflict
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Inappropriate evaluation and compensation systems
 Lack of empowerment, perceived control and teamwork

Some Key Factors Leading to Provider Gap 3
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Failure to Match Supply and Demand
 Problems with Service Intermediaries
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Tension between empowerment and control Service Delivery

GAP 4: External Communications to the Customersis the gap between the delivery of the customer experience and what is communicated to customers
Some Key Factors Leading to Provider Gap 4
 Lack of Integrated Services Marketing Communications
 Tendency to view each external communication as independent
 Not including interactive marketing in communications plan
 Absence of strong internal marketing program Ineffective

Some Key Factors Leading to Provider Gap 4
 Ineffective Management of Customer Expectations
 Not managing customer expectations through all forms of communication
 Not adequately educating customers
 Overpromising in advertising, in personal selling &through physical evidence cues
 Insufficient communication between sales and operations, advertising and operations

GAP 5: : Expected Service versus Perceived ServiceThis is the gap which says the difference in the customer expectations of a service and the perception of the service