The Gaps Model Of Service Quality

It is very important for home appliance factories to provide high level quality service. Base on the theory of the gaps model of service quality, this thesis analyses the problems of SHARP home appliance service system. And then according to this theory, the thesis provides some useful suggestions to the company.At first, the thesis briefly introduces the five gaps of service quality and also tells us how to minimize these gaps in a theoretic way. Then the thesis explains how SHARP home appliance service system works in detail. In the end, the thesis illustrates some problems in SHARP home appliance service system from gap 1: Not Knowing What Customers Expect, gap 2: Not Having the Right Service Quality Designs and Standards, gap 3: Not Delivering to Service Designs and Standards, to gap 4 Not Matching Performance to Promise. Meanwhile, the thesis provides some practical solutions for these problems.This thesis analyses the gaps model of service quality both in theoretic way and in practical way. That shows the theory can be widely used in realistic industry. This thesis concludes that the gaps model of service quality can be used in home appliance industry so that companies which use the theory efficiently can provide high level quality service.