GAP 1: The Knowledge Gap is the difference between consumer expectation and management perception: arises when the

management or service provider does not correctly perceive what the customers wants or needs. GAP 2 : The Policy Gap is the difference between management perception and service quality specification: this is when the management or service provider might correctly perceive what the customer wants, but may not set a performance standard. GAP 3: The Delivery Gap is the difference between service quality specification and service delivery: may arise pertaining to the service personnel. This could arise due to there being poor training, incapability or unwillingness to meet the set service standard. GAP 4 : The Communication Gap is the difference between service delivery and external communication: consumer expectations are highly influenced by statements made by company representatives and advertisements. The gap arises when these assumed expectations are not fulfilled at the time of service delivery. GAP 5: The Service Quality Gap is the difference between expected service and experienced service: this gap arises when the consumer misinterprets the service quality. Gap Analysis of HERO Moto Corp service center:

Knowledge Gap: The management perception in Hero Moto Corp is that customer wants more service centers, but the customers prefer reliable service than more accessibility to service centers.

Proposed solution: Management should implement an effective feedback system that includes satisfaction research, complaint content analysis and customer panels once in a while. Policy Gap: The management correctly perceived that free services would delight the customer and encourage him/her to use the service, but the standard set i.e..; to use all the six free services before one year is not appreciated by all the customers. Since each service is designated to use after predefined mileage(number of kilometers) where this is not possible by all the customers. Proposed solution: Set,Communicate,and reinforce measurable customer-oriented service standards for all work units.