Gap analysis

Gap analysis is a term associated with the SERVQUAL survey instrument, gap analysis is a technique designed to assess the gap that can exist between a service that is offered and customer expectations.

Definition

According to Managing Quality by Foster (6th edition),

Gap analysis. A term associated with the SERVQUAL survey instrument, gap analysis is a technique designed to assess the gap that can exist between a service that is offered and customer expectations.

According to the BABOK Guide (3rd edition),

Gap analysis. A comparison of the current state and desired future state of an enterprise in order to identify differences that need to be addressed.