An Introduction Prior to 1980 s there existed not effective model which could capture the value of customer satisfaction in terms of the degree to which a service conformed to the expectations of the customer In mid 80's a team of three researchers Parasurman Berry and Zeithaml developed a model that measured a customer's expectation confirmation disconfirmation of a service with respect to the perception of the quality of the delivered service The beauty of this tool was that instead of only measuring the final outcome the delivered service forming the perception and analysing the gap between this perception and a customer's expectation the model extended to the whole process of service development starting from the management's perception up till the service was finally provided to the customer Procedure Identifying the Gaps The model identifies five gaps that can exist across the whole process from conceptualizing the idea of the particular service its development and final delivery
